Teori Manajemen Jasa - Beginners

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

            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.