Simultaneity
A typical manufactured good, such as a refrigerator or a television, can be inspected before it is delivered to retail outlets, where they are then sold to customers. However, services in H&T organizations are created and conญ sumed simultaneously, which can prevent employing active quality control mechanisms. In addition, as just noted, customers and employees need to participate and coordinate in the service delivery process. It is almost imposญ sible to have one manager for every employee to monitor the service delivery process and make sure that frontline employees are doing their jobs well, in addition to guiding the customers’ participation in the process.
Therefore, in order to make sure that services are produced and offered to customers at an expected quality that meets consistent standards, H&T organizations should rely on other measures such as investing in human resources, use of technology, building desired physical facilities, and decoraญ tion to ensure the quality of services delivered. This has implications on decision-making practices, resource allocations, operations, marketing, and human resource management practices.
Simultaneity
A typical manufactured good, such as a refrigerator or a television, can be inspected before it is delivered to retail outlets, where they are then sold to customers. However, services in H&T organizations are created and conญ sumed simultaneously, which can prevent employing active quality control mechanisms. In addition, as just noted, customers and employees need to participate and coordinate in the service delivery process. It is almost imposญ sible to have one manager for every employee to monitor the service delivery process and make sure that frontline employees are doing their jobs well, in addition to guiding the customers’ participation in the process.
Therefore, in order to make sure that services are produced and offered to customers at an expected quality that meets consistent standards, H&T organizations should rely on other measures such as investing in human resources, use of technology, building desired physical facilities, and decoraญ tion to ensure the quality of services delivered. This has implications on decision-making practices, resource allocations, operations, marketing, and human resource management practices.
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