The service sector occupies an important place in the modern economies in as much as about 55% of jobs are being offered by the service sector by marketing numerous types of services to customers, such as food, personal care, entertainment, banking, insurance, transport, consultancy, tourism, office services, professional services etc. Service sector has a vital role to play in the economic, political and administrative changes that are taking place in India. The problems of adaptation and achievement are more acute in India as the development here has taken place in a span of few decades in few segments unlike other countries. With the increasing awareness the people look forward to better service sector, these expectations may be more.
With a democratic political setup and too many expectations from the government’s side will lead to deterioration in the quality of service to be provided. With the plan of expansion in new areas asking for introduction of new services and other areas demanding improvement in quality of service, the government is constantly under pressure to provide services quantitatively and qualitatively.
Therefore, the public agencies should venture into professional management to bring about result-oriented businesses.
As the service revolution gathers momentum, more and more service businesses are entering into the scene, the scope of service sector has widened. The service sector management as a profession would contain the following:
1. Service deliverers: This involves the pure service rendered by the professional staff like doctors in hospitals, teachers in academics.
2. Service managers: The personnel who provide the supporting managerial services like administration – e.g. a registrar in a University.
3. Service analysts: People who are entrusted with the task of concurrent review and evaluation of services in the organization – e.g. personal manager in a HRD.
4. Supporting staff: Personnel employed in manual jobs in the service organizations such as nurses in hospitals.
The common characteristics of services are:
1. Intangibility: Services cannot be smelt, felt or tasted.
2. Inseparability: Services cannot be separated from the producer. For example, doctor’s services cannot be separated from him.
3. Perish ability: Services are produced and consumed simultaneously; else, they perish in the absence of consumption.
4. Variability: Services cannot be separated from the producer therefore it varies from person to other with experience.
The nature of jobs performed vary from each other, no job can be done better in isolation. The experience of each other will always benefit the organization. The advent of new technology will open a lot of avenues in the near future. The scope of service sector is thus unlimited.