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Problem

How do marketing, operations, and human resources work together in a services business?

Step-by-step solution

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Step 1/2

Services are intangible in nature. Management should focus on the tangible clues of service to its customers to make them informed of what they expect. The unique characteristics of service are intangibility, consumed when produced, variability, user participation and perishability.

Step 2/2

The three main functional fields in the management of services are the operations, human resource and marketing. Human resource, marketing and operations work together in a service business in the following ways:

1. The functions of operation include the employees, equipment and facilities that involves in the service operation of the business of a firm. Most of the service operation are not visible to the customers.

2. The service of marketing system shares the delivery of services with the operation team. Marketing of service also delivers other components like billing, sales personnel, advertising and research.

3. Customer interfaces in the services are carried out by the part time marketers, reporting to the marketing service teams.

4. The operation service team must understand the vitalness of the relations with the customers.

5. Human resources must be capable to select and train the right candidates to meet the objectives and goals of the organization.

6. Training of employees in the human resource, internal marketing and empowerment are the primary factors for the achieving of high-quality in-service management.

Hence, human resource, marketing and operation must work together in the above ways for effective service management.