Barcelona City Council | Capital humàBarcelona City Council website

Home  > Job profiles

 

 Send

Enviar


Regulations

In compliance with Organic Law 15/1999, of 13 December, under the Personal Data Protection Act, we inform you that data collected will form part of an automated file, under the ownership of BARCELONA ACTIVE SPM S.A., with registered office at 162-164 Calle Llacuna, Barcelona, with the aim of managing enrollments and of informing of the company's activities and services within its field of action. You will be able to exercise access rights, rectification, cancel cancellation and/or opposition via written communication to the Legal Services of BARCELONA ACTIVE SPM S.A. at the aforementioned address.

 
Get to know this occupation

Description

A specialist in the management and marketing of services in companies. This specialist manages service provision processes or factors related to the marketing and identification of the market segments and of the potential demand for these services. A specialist is required in the field of services. Unlike goods, services are intangible products and processes of production, distribution and consumption in the majority of cases are simultaneous in time and coincident in the space. The provision of services almost always requires user presence and co-partnership.

These and other characteristics of services and of the nature of service provision pose specific management problems and are different enough to those of the management of activities of production of consumer goods or equipment:

  • Services, being intangible, cannot be stored. Therefore, adjustments between supply and demand cannot be managed via stocks.
  • User participation in the process of service provision requires a very special design in the customer interraction processes.
  • The intangibility of services makes customisation of products by unit much more difficult, and also hinders the measurement of productivity and service quality. Service evaluation and quality guarantee criteria are substantially different from that of tangible goods.
  • The simultaneity of service provision and of consumption also hinders external control by means of quality inspections and the establishment of guarantees.
  • The presence of the human factor in service provision makes these difficult to standarise and therefore difficult to benefit from economies of scale.

Tasks

This professional may work in companies in any of the services sectors, normally in the production management department, or the commercial/marketing department. As such, they may perform a variety of functions, including:
  • Managing the characteristics of the service: contribute to the development of the service concept, the basic services package (essential, facilitating services and goods, support services), and the accessibility of the service, etc.
  • Managing the provision of the service: aim to optimise productivity, costs and quality of services, contribute to organising internal resources for provision of the service.
    Managing external marketing: identify and select market segments and betas; determine the right marketing mix, manage the client base, ensure client satisfaction, manage image and communication.
  • Managing the service staff: create and foster a service culture, design effective incentive schemes.
Service management and marketing experts may also work for consultancy firms. Where this is the case, their occupation consists in advising other services companies on some or all of the aforementioned issues.


Quick access and copyright:

Centre per al desenvolupament professional Porta22
Convent de Sant Agustí
Ca n'Andalet

Barcelona Treball (Porta22)
+34 934 019 899
bcn.cat/treball

Barcelona Activa Headquarters
Llacuna, 162-164
08018 Barcelona
+34 934 019 777
bcn.cat/barcelonactiva

Generalitat de Catalunya
Unió Europea FEDER
Unió Europea FSE