Service Management - Assignment Example

Service Management al Affiliation Assignment I In the article, The Influence of Culture in Tourism Supply Chain Management by Koblun (2011), the author talks about culture and its impacts on specific parts of the tourism industry. The author explains the continued growth of the tourism industry and how business located in developing countries can benefit from this growth. Culture in this case comes in due to its continued effect on the tourism supply chain management (Koblun, 2011). Based on the model developed to analyze the effect of culture on the industry, some things like intercultural experiences before and after working in the industry together with other cultural related factors was considered.

The author illustrates the relationship between the named variables using two case studies. The conclusion was that cultural differences between the tourist and the operator greatly influence the supply chain management in this industry. As such, training was needed in order to enhance the cultural skills of the tourism operator in order to improve the process (Koblun, 2011).Basically, this article is trying to point out the fact that cultural greatly influences the tourism industry. This is true especially in the 21st century where various cultures are converging together due to globalization effects (Reisinger, 2009).

It is also true that the best way to improve performance is through training as it will enhance intercultural communication skills that can be used in the supply chain management (Wahab, 2001). Assignment 2: Superstore PLC Case AnalysisFrom the presented data, the confirmed link from the service performance network includes leadership-strategy-process-services-customer satisfaction-retention and loyalty-financial performance. However, a link that involves staff satisfaction and anything related to the consumers such as retention loyalty and attraction have not yet been confirmed (Johnston, Clark & Shulver, 2012).

All this comes due to the positive linear correlations between sales per square meter, share of grocery budget, customer satisfaction and customer referral. All these show that customer loyalty and customer satisfaction is high. The same also illustrates that service value and output quality is high. The named organization has a reputation based on excellent services, which is the reason why customer satisfaction and referral is high.Nevertheless, there is a negative linear correlation between employee turnover, referral, satisfaction, style of supervision and operating ratio.

Since these are indicators of employee loyalty, employee service capability and employee satisfaction, then there is no doubt these are low. Although the company works hard to support its customers and to provide quality services, it has neglected an important part of its value drivers; employees. Consequently, such things are service capabilities and other customer quality that is directly related to the company’s employees is falling (Johnston, Clark & Shulver, 2012). The implications of falling employee satisfaction could mean decreased customer satisfaction in the near future if the problem is not dealt with while there is still a chance.

Therefore, the company should work hard to satisfy its employees who will in return satisfy the customers. The company should not lean on one side of value creation as this will not bring maximum results (Johnston, Clark & Shulver, 2012).ReferencesKoblun, C. (2011). The influence of culture in tourism supply chain management. Unpublished master thesis. Utrecht University, Netherlands. Johnston, R., Clark, G., Shulver, M. (2012). Service Operations Management Improving Service Delivery (4th/e).

England: Pearson Education Limited.Reisinger, I. (2009). International tourism cultures and behaviors. New York: Taylor and Francis.Wahab, S. (2001). Tourism in the age of globalisation. London: Routledge.