Hey, könnte auch mir bitte jemand die Folien schicken? Wär echt der Hammer - sonst hab ich keine Chance. Gracias :-)
csaf9669@uibk.ac.at
Druckbare Version
Hey, könnte auch mir bitte jemand die Folien schicken? Wär echt der Hammer - sonst hab ich keine Chance. Gracias :-)
csaf9669@uibk.ac.at
Hallo,
hat jemand alte Klausuren vom GK? Falls ja, sind relevante Fragen über den aktuellen Stoff dabei? Falls ja, wäre super, diese ins Forum zu stellen. Wäre sehr dankbar.
Lg
Alte Klausuren siehe http://www.sowi-forum.com/forum/showthread.php?t=18688, Beitrag #4
mir war mal n bisschen langweilig und ich hab mir mal die ganzen alten prüfungen angeschaut und die fragen rausgeschrieben...werd die mal noch heut und morgen für mich beantworten und...hoffentlich dann auch können...
denk wenn man des kann, dann sollts reichen..
oder was lernt ihr sonst noch alles? auf den folien steht jetzt ja mal nicht sooooviel drauf...
hier mal was ich rausgeschrieben hab. antworten sind noch mangelware, aber ist ja noch zeit. und auf richtigkeit und vollständigkeit auch keine garantie ;)
aber wenn jemand lust hat, dann kann er ja auch mal noch ein paar antworten dazuschreiben!! :D
vielen dank herr sowi-forum! :twisted:Zitat:
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Contents
1.Servicescapes. 2
2.Blueprint. 3
3.Flowchart (Flussdiagramm). 4
4.New Service Development Cycle. 4
5.Encounter Management. 4
6.Dimensions of Staff Training. 4
7.Forms of e-Business. 4
8.Ways to use e-commerce. 5
9.Service Encounter Triade. 5
10.tourism as a product?. 5
11.main components of a tourism destination?. 5
12.Porters Competitive Strategies. 5
13.Generic Approaches to Service System Design. 5
14.Perceived Service Performance. 6
15.8Ps of Service Marketing. 6
16.Continuum of Service. 7
17.Variables Influencing Customer Perception. 7
18.Taguchi7
19.Poka Yoke. 7
20.Service Profit Chain. 7
21.Dimensionen der Service Qualität (Parasuraman). 7
22.Empowerment (+Formen). 7
23.Basel II7
24.Service Package (beschreiben anhand einer Dienstleistung). 7
25.Kosten der Qualität. 7
26.Qualifiers, Service Winners, Losers. 7
27.Neue Maxime der Organisation und Führung. 7
28.Qualität. 7
29.Wertschöpfungsquellen in der Service Supply Relationship. 7
30.Wachstumsprobleme/-Vorteile der KMU (Tourismus). 7
31.Kundenunzufriedenheit + Instrumente der Messung. 7
32.Experience Economy (+Unterschiede zur Dienstleistungsgesellschaft). 8
33.Komplexität und Divergenz. 8
34.Franchising. 8
35.Determinanten des Wettbewerbs (Porter Diamant). 8
36.Servqual (+Fragebogen). 8
37.Welche Überlegung für Facility Design. 8
38.Schumpeterscher Unternehmer. 8
39.Levels of Service Innovation (Probleme der Innovationen bei Dienstleistungen). 8
40.Image (-Messung). 8
41.Confirmation / Disconfirmation Paradigma. 8
42.Methoden zur Auswahl des Service Personals. 8
43.GAP-Model8
44.Fishbone-Diagramm.. 8
1. Servicescapes
The dimension of the physical environment surroundings includes all the objective factors that can be controlled by the firm to enhance employee and customer actions and perceptions of the service.
Ambient conditions: The background of our environment (temperature, lighting, noise, music, scent; affects all 5 sense). It can affect a customers pace of shopping, length of stay, amount of money spent.
Spatial layout and functionality: The arrangement of furnishing and equipment and the relationships among them create a visual and functional landscape for delivery of the service. This landscape can communicate order efficiency or chaos and uncertainty for both customer and employee. For self service activities, the functionality or ease of use of equipment is important to allow customers to perform unattended activities.
Signs, symbols, artifacts: Many items in the physical environment serve as explicit signals that communicate acceptable norms of behavior. The quality of the floor covering, artwork and furnishing can create overall aesthetic impression for the visitor and a pleasant workplace for the employee. Professional services can use interior decoration to communicate competence and enhance their professional image with the client.
Servicescapes provide a visual metaphor for an organization’s offering. The environmental dimensions of the servicescape create a package that conveys an image suggesting relative quality, potential usage and target market segment.
Servicescape can facilitate the delivery of the service by either aiding or hindering the ability of customers and employees t carry out their respective activities.
Servicescape can also encourage social interaction among customers.
The physical environment can serve as a subtle method to focus employee behavior.
2. Blueprint
The Blueprint is a map or a flowchart of all the transactions constituting the service delivery process. It suggests questions such as: What signage is necessary to facilitate customer actions? Are there transactions that can be eliminated or made self-serve? Which transactions are potential fail-points?
Top: physical evidence that customers will see (exterior, uniform, room decoration) and experiences (waiting for check-in, eating meal). Management might as: Is the evidence consistent with the customers expectations and hotel’s image?
2nd: Customer initiated steps, choices and interactions the customer performs in the process of purchasing, consuming and evaluating the service.
Any vertical line crossing the “line of interaction” depicts a direct contact between customer and organization.
Paralleling the customer actions are two areas of contact-employee actions. Above the “line of visibility” are actions in full view of the customer and thus “onstage”. Below the “line of visibility” are activities that are “backstage” and not seen by the customer.
Below the “line of internal interaction” we find the support process that generates questions concerning the capacity requirements of these back-office systems, such as a reservation information system and kitchen.
The position of the “line of visibility” in a service blueprint can signal the level of involvement of the customer in the service delivery process.
A blueprint is a precise definition of the service delivery system that allows management to test the service concept on paper before any final commitments are made. The blueprint also facilitates problem solving and creative thinking by identifying potential points of failure and highlighting opportunities to enhance customer perceptions of the service.
3. Flowchart (Flussdiagramm)
4. New Service Development Cycle
5. Encounter Management
6. Dimensions of Staff Training
James & Clockwood (1989):
Traditional: Staff are shown the correct way of dealing with customers based on previously identified standards. Staff is then encouraged to adopt this approach through role play, idea and so on. This is effective but may engender inflexibility which may be unsuitable for all situations.
Quality circles: Staff is encouraged to consider how they can improve the service given to the customer. This approach (like others) needs everyone’s support and the provision of resources by which ideas generated can be tried and tested.
Encouragement: Stuff develops their customer service skills by using incentives where they are judged against previously identified standards of performance.
Lewis & Entwhistle (1990):
Evangelical: This usually involves large numbers of employees coming together for a sophisticated and polished performance designed to generate a high degree of excitement, enthusiasm and “togetherness”. The leader is someone who inspires and is viewed as representing something to identify with and belong to. Unfortunately the favor is not usually maintained in the workplace.
Exploratory: Raises enthusiasm more subtly than evangelism and over a longer period. Individualism and resistance to change is acknowledged. This approach aims to “overcome” by creating a climate in which people can grow and learn based on a premise that staff involvement and participation in the decision process brings commitment.
7. Forms of e-Business
· content provider: provides content via intermediaries
· direct to customer: provides goods or services directly to the customer, often by passing traditional retail channel members. The most widely advertised use of the internet has come from online retailers that sell everything (Amazon) or products such as PC (dell).
· Full service Provider: provides a full range of services in one domain directly and vial allies. Many B2B providers fall in this category.
· Intermediary: Brings together buyers and sellers by concentrating information. These Site are often referred to as “market makers” because the internet’s reach is not constrained by geography.
· Shared infrastructure: Brings together multiple competitors to share a common IT-infrastructure.
· Value-Net integrator: Coordinates activities across the supply chain by gathering, synthesizing and distributing information.
· Virtual Community: Creates and facilitates an online community of people with a common interest, enabling social interaction and service provision.
· Whole-of-enterprise: Provides a firm-wide single point of contract, consolidating all services provided by a large multiunit organization.
8. Ways to use e-commerce
· as a channel to sell products or services
· as a supplement channel
· for technical support
· to embellish existing service
· to process orders
· to convey information
· to communicate with membership
· to play games
9. Service Encounter Triade
10.tourism as a product?
11.main components of a tourism destination?
12.Porters Competitive Strategies
Overall cost leadership: A firm sets out to become the low cost producer in its industry. They sources of cost advantage are varied and depend on the structure of the industry. They may include the pursuit of economies of scale, proprietary technology, preferential access to raw materials and other factors.
Differentiation: A firm seeks to be unique in its industry along some dimensions that are widely valued by buyers. It selects one or more attributes that many buyers in an industry perceive as important and uniquely positions it to meet those needs. It is rewarded for its uniqueness with a premium price.
Focus: The generic strategy of focus rests on the choice of a narrow competitive scope within an industry. The focuser selects a segment or group of segments in the industry and tailors its strategy to serving them to the exclusion of others.
13.Generic Approaches to Service System Design
Production Line Approach: Services are provided in a controlled environment to ensure consistent quality and efficiency of operation.
Customer as Co-Producer: encourage active customer participation in the process. Allowing the customer to take an active role in the service process can result in many benefits to both customer and provider.
Customer Contact Approach: high- and low-contact operations…
Information Empowerment: employee empowerment: …, customer empowerment
14.Perceived Service Performance
15.8Ps of Service Marketing
· product elements:
· place and time:
· price and other user outlays:
· promotion and education:
· process:
· physical environment:
· people:
· productivity and quality:
16.Continuum of Service
17.Variables Influencing Customer Perception
18.Taguchi
19.Poka Yoke
20.Service Profit Chain
21.Dimensionen der Service Qualität (Parasuraman)
22.Empowerment (+Formen)
23.Basel II
24.Service Package (beschreiben anhand einer Dienstleistung)
25.Kosten der Qualität
26.Qualifiers, Service Winners, Losers
27.Neue Maxime der Organisation und Führung
28.Qualität
29.Wertschöpfungsquellen in der Service Supply Relationship
30.Wachstumsprobleme/-Vorteile der KMU (Tourismus)
31.Kundenunzufriedenheit + Instrumente der Messung
32.Experience Economy (+Unterschiede zur Dienstleistungsgesellschaft)
33.Komplexität und Divergenz
34.Franchising
35.Determinanten des Wettbewerbs (Porter Diamant)
36.Servqual (+Fragebogen)
37.Welche Überlegung für Facility Design
38.Schumpeterscher Unternehmer
39.Levels of Service Innovation (Probleme der Innovationen bei Dienstleistungen)
40.Image (-Messung)
41.Confirmation / Disconfirmation Paradigma
42.Methoden zur Auswahl des Service Personals
43.GAP-Model
44.Fishbone-Diagramm
Hallo zusammen,
ich sollte die GL Prüfung im September machen, da ich nach meinem Auslandsjahr bereits am Arbeiten bin. Wäre echt dankbar, wenn jemand die Fragen (ungefähr) posten könnte, die zur Klausur diese Woche gekommen sind.
Danke und LG
Hallo...
Weiss jemand wann es Noten gibt?
lg
ja wär mal gnz interessant, zu wissen ob man im sept. den aufbaukurs schreiben kann....
lg
immer noch nichts?
also es hat letzte woche dienstag schon geheißen, dass die noten ans prüfungsreferat weitergeleitet wurden, aber anscheinend sind die leute dort so langsam oder auf urlaub!