1. UNDERSTANDING THE SERVICE EXPERIENCE INTRODUCTION TO THE WORLD OF SERVICE.

2. Service – is any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may not be tied to a physical product.

3. United states now generate 74% of U.S GDP, it is the world’s first service economy as a result of rising influence, more leisure tie and the growing complexity of products that require servicing. 1970 – service jobs accounted for 54% of all U.S job 1993 – 79% of total employment 2005 – services are expected

4. SERVICE JOB INCLUDES THOSE IN SERVICE INDUSTRIES: HOTELS AIRLINES BANKS TELECOMMUNICATION PRODUCT BASE INDUSTRIES Corporate Lawyers Medical Staff Sales Trainers

5. GOVERNMENTS OFFER SERVICES THROUGH: COURTS EMPLOYMENT SERVICES HOSPITALS LOAN AGENCIES MILITARY SERVICES, POLICE AND FIRE DEPT. POSTAL SERVICES REGULATORY AGENCIES SCHOOLS

6. PRIVATE NON-PROFIT ORGANIZATION OFFERS SERVICES THROUGH: MUSEUM CHARITIES CHURCHES COLLEGES FOUNDATIONS HOSPITALS

7. BUSINESS ORGANIZATION OFFER SERVICES AIRLINES BANKS HOTELS INSURANCE COMPANIES CONSULTING FIRMS MEDICAL AND LAW PRACTICES ENTERTAINMENT COMPANIES REAL ESTATE FIRMS ADVERTISING AND RESEARCH AGENCIES RETAILERS

8. NATURE AND CHARACTERISTICS OF THE SERVICE  Service Intangibility  Service Inseparability  Service Variability  Service Perishability

9. Service Intangibility -means that the service cannot be seen, felt, tasted, heard or smell before they are bought. Ex. People under going cosmetic surgery cannot see the result before the purchase. Airline passengers have nothing but a ticket and the promise of safe delivery to their destination.

10. Service Inseparable -means that the services cannot be separated by their providers, whether the providers are people or machines. If the service employee provides the employee service, then the employee is the part of a service.

11. Service Variability -means that the quality of the service depends on who provides them as well as when, where and how they are provided. Ex. Some hotels say, Ritz-carlton or Marriott- have the reputations in providing services than others. Within a given Marriott hotel, one registration-desk employee may be cheerful and efficient, where as another standing just a few feet away may be unpleasant and slower. Even the quality of a single Marriott employee’s service varies according to his or her energy and frame of mind at the time of each customer encounter.

12. Service Perishability -means that service cannot be stored for later sale or use. Ex. Some doctors charge patients for missed appointments because the service value existed only at that point and disappeared when the patient did not show up. Public transportation companies have to own much more equipment than they would if demand were even through out the day.

13. IMPORTANCE OF SERVICE A service is the result of applying human or mechanical efforts to people or objects. Services involved a deed, a performance, or an effort that cannot be physically possessed. Today, the service sector substantially influences the u.s.a economy.