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Service Management
The Role of Services in an Economy y

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McGraw-Hill/Irwin

Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.

Service DefinitionsServices are deeds, processes, and performances. Valarie Zeithaml & Mary Jo Bitner A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. JamesFitzsimmons
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Definition of Service Firms
Service enterprises are organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and addvalue to our personal lives. James Fitzsimmons

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Percent Employment in Se ces e ce t p oy e t Services
Top Ten Postindustrial Nations
Country United States United Kingdom The NetherlandsSweden Canada Australia France Japan Germany Italy l 1965 59.5 51.3 52.5 46.5 57.8 54.6 43.9 43 9 44.8 41.8 36.5 1975 66.4 58.3 60.9 57.7 65.8 61.5 51.9 51 9 52.0 n/a 44.0 1985 70.0 64.1 68.3 66.1 70.668.4 61.4 61 4 57.0 51.6 55.3 1995 74.1 71.4 73.4 71.5 74.8 73.1 70.0 70 0 61.4 60.8 62.2 2005 78.6 77.0 76.5 76.3 76.0 75.8 74.8 74 8 68.6 68.5 65.5

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Role of Services in an Economy
FINANCIALSERVICES · Financing · Leasing · Insurance INFRASTRUCTURE SERVICE · Communications · Transportation · Utilities · B ki Banking

MANUFACTURING Services inside company: S i i id · Finance · Accounting· Legal · R&D and design

DISTRIBUTION SERVICES · Wholesaling · Retailing · Repairing

PERSONAL SERVICES · Healthcare · Restaurants · Hotels

CONSUMER (Self-service)

BUSINESS SERVICES ·Consulting · Auditing · Advertising · Waste disposal

GOVERNMENT SERVICES · Military · Education · Judicial · Police and fire protection
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Stages of Economic Activity

Health, Education,Research, Arts, Recreation

Quinary (Extending Human Potential):

Transportation, Communications, Retailing, Finance, Government

Quaternary (Trade and Commerce):

Tertiary (Domestic Services):...