Chng 5 VN TI MT HOT NG DCH V

Transports a service activity Initial definition of Gadrey [1992]

A service activity is an operation aiming at the transformation of condition [(state,status)] of a reality C, possessed ([controlled]) or used by a consumer B (or customer, or user), realized by a person receiving benefits [(provider)] A according to Bs request, and often in connection with him, but not ending by the production of a susceptible good to economically circulate independently of the support C.

Mt hot ng dch v l mt hot ng nhm mc ch chuyn i iu kin [(trng thi, tnh trng)] ca mt thc t C, c s hu ([kim sot]) hoc c s dng bi mt ngi tiu dng B [(hoc khch hng, hoc ngi s dng)], c thc hin bi mt nh cung cp A theo yu cu ca B, v ngi ny thng c lin kt vi B. Nhng qu trnh ny khng kt thc bng vic sn xut ra mt mt hng c kh nng lu thng kinh t mt cch c lp m khng c s h tr C.

=> Several aspects: aspect process, aspect result (profit), indicated agents, and material reality.

ProviderACustomerBCReality/supportService relations Informational interaction between A et BIntervention of A on CFormes of property of B on CSource : Gadrey (1992)

Nh vy, thc t C trong nh ngha ny c th l chia lm 04 loi chnh:

1.C c th l mt hng ho hoc mt h thng k thut thuc s hu ca B, A s sa cha, bo tr, vn chuyn. y bao gm tt c cc dch v lin quan n hng ha vn chuyn.

2.C c th l thng tin c m ho hay tiu chun ha (bao gm c tin, k hiu tin t) hoc cc loi k phiu do B s hu m A s ph trch vic x l, chuyn giao, qun l v mc ch ca B. Transports a service activity

Transports a service activity 3.C c th chnh l c th B, c kch thc vt l (y t, chm sc), tr thc (gio dc, vn ha), quan h (giao tip, gii tr, thng tin), khng gian (vn chuyn). Tt c cc hot ng lin quan n vn chuyn hnh khch.

4.Cui cng, C c th l cc t chc c hnh thnh vi cc thng s khc nhau (v k thut, m hnh, k nng v kin thc tp th) m ngi thc hin A s chu trch nhim phn tch v chuyn i, v nht l thng xuyn c s lin quan n B (c th l thnh vin hoc khng ca t chc C).

Transports a service activity nh ngha th v bi v n lm ni bt mt kha cnh c bn ca dch v: chuyn i trng thi ca mt thc t.

Vn : ph hp cho vic bo tr, h tr, sa cha, v.v... Khng thch hp cho gii tr, du lch.

V vy, Gadrey a ra ln th hai nh ngha khc vo nm 2003 lm r mi quan h gia cc nhn t (?):

Transports a service activity Definition of Gadrey [2003] :

Sn xut dch v khi m A (s hu hoc iu khin mt kh nng v k thut v con ngi) bn cho B quyn s dng kh nng v cc nng lc ny trong mt thi gian nht nh, sn xut ra cc tc dng hu ch cho bn thn B, hoc trn ti sn C m n ang s hu hoc c quyn nh ot.

Vn /cng ngh Con ngi Tnh hp l ca vic cung cp nng lc k thut c duy tr

(vd: Vn chuyn hnh khch th) c phc v :Yu cu can thip tng tc S dng: Quyt nh s dng hoc tham d Tng tc bng li ni rt thp Phng thc thc hin Tnh hp l ca ngi i dinHoc mn trnh din sng ng Tnh hp l ca s h trhoc can thip Loi kh nng tip xc vi ngi s dng Source : Gadrey [2003]Tnh hp l ca vic cung cp dch v vt l cho cc bn th ba (vd: vn chuyn hng ho )

04 main features:1. The intangibility of the services;Tnh v hnh ca dch v;

2.More or less intensity in technical and human means;t nhiu c s tc ng ca yu t k thut v con ngi;

3.A "product" non-stockable: simultaneity of the production and the consumption of a service;l mt sn phm khng lu tr: qu trnh sn xut v tiu th dch v din ra cng lc;

4. The service of transport: an activity of network Dch v vn chuyn: l mt hat ng c mng li

Intangibility of the service - Definition*** Intangible:

The service " cannot be seen, enjoyed, smelt, heard or felt before having been bought ". Thesis known since Smith and resumed by Marshall. Dch v s khng th c nhn thy, cm thy, ngi, nghe hoc cm nhn trc khi ta mua dch v .

But: The supply of the service is often made by means of the material supports (means of production, target of the service, the main component of service) and on material realities (services of repair, restoration, medical)Vic cung cp dch v thng c thc hin nh vo s h tr vt l (phng thc sn xut, mc tiu, thnh phn chnh ca dch v) v thc hin trn cc thit b c th (dch v sa cha, nh hng, y t).

The intangibility of the service is on time, since the repetition of the provision allows for an assessment of anticipated features of the service. Tnh v hnh ca dch v l v thi gian v s lp li ca vic cung cp cho php nh gi cc tnh nng c mong i ca dch v.

Intangibility of the service - DefinitionNh vy: Difficult to present a service in priori Kh khn trc tin l trong vic thc hin mt dch v ...

But less obvious in transport because of the capital intensity of the used means... Nhng t nht i vi vn ti l hin nhin do mc vn u t trong nhng phng thc c s dng

Difficult to evaluate ex post the performancesKh nh gi cho nhng ln thc hin sau

On the strategic plan, difficulty for a company to have a precise location, a precise definition of the serviceV mt chin lc th doanh nghip kh m c c s nh v v s nh ngha c th cho loi hnh dch v.

Intangibility of the service - ConsequencesV vic sn xut v tiu th din ra ng thi nn c cc hu qu sau:

Impossible storage of the productionKhng th lu tr vic sn xut

The intervention of the customer in the production of the serviceC s can thip ca ngi tiu dng trong qu trnh cung cp dch v

Consequence in transport: an activity of networkH qu i vi vn chuyn: l hot ng c tnh cht mng li.

2/Impossible storage of the productionBecause of this specificity, incapacitated to store or to transport of the service, thus it raises problem of the available production capacities to meet the demand.

Bi c tnh v hnh ny nn khng c kh nng lu tr hoc vn chuyn dch v, do vy dn n cc vn v nng lc sn xut c sn p ng nhu cu.

2/Impossible storage of the productionIf cyclic or fluctuating demand, with phase of peak hour and off-peak hour, raises problems of the choice of the available capacities. If choice bases itself on the average, will alternate phases of excess and incapacity of the offer.Nu nhu cu bin ng hoc thm ch giai on mang tnh chu k vi y yu t gi v gi cao im s dn n cc vn pht sinh t vic la chn cc nng lc sn c. Nu la chn c da trn tnh tng i th c th d tha v thiu ngun cung cp.

In case of incapacity, generate phenomena of lines, congestion, etc., raise problems of management of the production capacities of the producing companies of services. Companies organized to manage this problem.Trong trng hp khng cung cp s gy ra cc hin tng xp hng, tc nghn, v.vlm tng vn v nng lc qun l ca doanh nghip sn xut dch v. Cc cng ty c t chc qun l vn ny.

3/ Intervention of the customer during service production Because of the simultaneity of production / consumption, the customers intervene in the provision of service. So we talk about "coproduction", quite as " co-traitance " in the field of the transport. The coproduction of the service influences on the conditions of realization of a service provision.

Bi tnh ng thi ca sn xut / tiu th, khch hng c lin quan n cung cp dch v. iu ny c gi l "ng sn xut", nh n c gi l "ng hp tc thc hin" trong lnh vc vn ti. S ng sn xut ca dch v nh hng n cc iu kin ca vic thc hin dch v.

System of real-time pilotingH thng iu khin trong thi gian thc

Manage the customerQun l khch hng

Relation of serviceCc mi quan h ca dch v

4/ Network activity Because of the simultaneity of the production of the service in its consumption, a service activity implies a nearness between the producer and the consumer, which sometimes goes as far as involving the consumer in the service production (so we talk about "coproduction").Bi tnh ng thi ca sn xut v tiu dng, mt hot ng dch v ch ra mt mi quan h cht ch gia sn xut v ngi tiu dng, i khi i n ngi tiu dng tham gia vo vic sn xut ca dch v (iu ny c gi l "hp tc sn xut").

Service activities are of this fact often operating in network, because the clientele which consumes is scattered in the whole territory. It is the case of, for example, banking services, insurances, telephone, services of transport, etc.Hot ng dch v do thng phi l hot ng trong mng li v khch hng tiu th c phn tn trn ton lnh th. iu ny c p dng trong lnh vc nh ngn hng, bo him, in thoi, dch v vn ti, vv.

HT

K t