Define the term service package and describe management's focus for each activity
What will be an ideal response?
Answer: A service package includes all the value-added physical and intangible activities that a service organization provides to the customer. For some service operations, the primary sources of value are physical (or tangible) activities. In this case, management's attention must be directed towards capital expenditures, material costs and other tangible assets. For some service operations, the service package consists primarily of intangible activities. If this is the case, management should focus on training and retention of skilled employees and development and maintenance of the firm's knowledge assets.
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