KONSEPSI MANAJEMEN PELAYANAN
Definisi Manajemen menurut Manullang
( 1985 : 17 )
adalah :
“Seni
dan ilmu perencanaan, pengorganisasian, penyusunan, pengarahan, dan pengawasan daripada sumber daya manusia untuk
mencapai tujuan yang telah ditetapkan terlebih dahulu.”
Definisi Pelayanan menurut Ivancevich, Lorenzi,
Skinner, dan Crosby (197:448) :
“Pelayanan
adalah
produk – produk yang tidak kasat mata
( tidak dapat diraba )
yang melibatkan usaha – usaha manusia dan
menggunakan peralatan.”
DEFINISI JASA
William J. Stanton (1981:529):
Services are those separately identifiable,
essentially intangible activities that provide want-satisfaction, and that are
not necessarily tied to the sale of a product or another service. To produce a
service may or may not require the use of tangible goods.
Valarie A. Zeithaml and Mary Jo
Bitner (2003: 3):
Include all economic activities whose output is
not a physical product or construction, is generally consumed at the time it is
produced, and provides added value in form (such as convenience, amusement,
timeliness, comfort, or health) that are essentially intangible concerns of its
first purchaser.
PENGERTIAN SERVICE
MANAGEMENT
MANAGEMENT
A
TOTAL ORGANIZATION APPROACH IN WHICH THE QUALITY OF SERVICE AS PERCEIVED BY THE CUSTOMER IS THE NUMBER
ONE DRIVING FORCE FOR THE OPERATION OF THE BUSINESS
( Albrecth 1990 )
Pendekatan Organisasi secara menyeluruh dimana
kualitas pelayanan yang dirasakan customer sebagai kekuatan pendorong nomor 1 untuk operasi bisnis.
ORGANIZATION
Organization is a coordinated unit consisting of
at least two people who function to achieve a common goal or set of goals.
Large or small organizations? Domestic or global? Successful
or unsuccessful ? People, processes and structure
QUALITY OF SERVICE AS PERCEIVED BY THE CUSTOMER IS THE NUMBER ONE DRIVING FORCE FOR THE
OPERATION OF THE BUSINESS
Customer Service:
Jasa atau layanan yang diberikan kepada konsumen
dalam hubungan dengan produk tertentu.
Misalnya layanan untuk menjawab
pertanyaan-pertanyaan yang diajukan konsumen, mengatasi keluhan-keluhan,
perbaikan-perbaikan reparasi, melayani pembeli di toko.
