The servuction model and the analysis in the workplace
1. The servuction model and the analysis in the workplace
During the practical training, the trainee has several opportunities to sit at the front counter.
This opportunity has giving by the manager at this organization. When the trainee sit at the
front counter to dealing with customers and pick up the phone calls, the trainee realising the
organization must give best service to the customers. When the customers receive best
services from the organization, it will influence them to come again and give satisfaction to
the customers towards the service that been provided by the PPKBB. This situation can be
related to what the trainee learn in the classroom which is servuction system.
The Servuction System is used to illustrate factors that influence service experience. The
servuction system can be defined as the part of the service organization’s environment that is
visible and invisible to and experienced to the customers (Wirtz J, Chew P, Lovelock C,
2012). The word of servuction is come from combining words between the terms of service
and production. Services can be defined as economic activities offered by one party to
another. Often time based, there activities bring about desired results to recipients, objects, or
other assets. Whereas production is the action of making or manufacturing from components
or raw materials, or the process of being so manufactured.
The servuction system shows all the interactions that together make up a typical customer
experience in a high contact service. Customer interacts with the service environment, service
employees, and even other customers present during the service encounter. Each type of
interaction can create value. For example are pleasant environment, friendly and competent
employees and others customers who are interesting to observe. The interactions also can
destroy the value such as when others customers...
