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The Servuction Model

In: Business and Management

Submitted By anakhalifah
Words 604
Pages 3
3.2 The servuction model and the analysis in the workplace
During the practical training, the trainee has several opportunities to sit at the front counter. This opportunity has giving by the manager at this organization. When the trainee sit at the front counter to dealing with customers and pick up the phone calls, the trainee realising the organization must give best service to the customers. When the customers receive best services from the organization, it will influence them to come again and give satisfaction to the customers towards the service that been provided by the PPKBB. This situation can be related to what the trainee learn in the classroom which is servuction system.

The Servuction System is used to illustrate factors that influence service experience. The servuction system can be defined as the part of the service organization’s environment that is visible and invisible to and experienced to the customers (Wirtz J, Chew P, Lovelock C, 2012). The word of servuction is come from combining words between the terms of service and production. Services can be defined as economic activities offered by one party to another. Often time based, there activities bring about desired results to recipients, objects, or other assets. Whereas production is the action of making or manufacturing from components or raw materials, or the process of being so manufactured.
The servuction system shows all the interactions that together make up a typical customer experience in a high contact service. Customer interacts with the service environment, service employees, and even other customers present during the service encounter. Each type of interaction can create value. For example are pleasant environment, friendly and competent employees and others customers who are interesting to observe. The interactions also can destroy the value such as when others customers...

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