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Service Principles, Design, and Strategies

Service Principles, Design, and Strategies

Copyright: © 2013 |Pages: 34
ISBN13: 9781466625129|ISBN10: 1466625120|EISBN13: 9781466625136
DOI: 10.4018/978-1-4666-2512-9.ch004
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MLA

Eng K. Chew and Petter Gottschalk. "Service Principles, Design, and Strategies." Knowledge Driven Service Innovation and Management: IT Strategies for Business Alignment and Value Creation, IGI Global, 2013, pp.106-139. https://doi.org/10.4018/978-1-4666-2512-9.ch004

APA

E. Chew & P. Gottschalk (2013). Service Principles, Design, and Strategies. IGI Global. https://doi.org/10.4018/978-1-4666-2512-9.ch004

Chicago

Eng K. Chew and Petter Gottschalk. "Service Principles, Design, and Strategies." In Knowledge Driven Service Innovation and Management: IT Strategies for Business Alignment and Value Creation. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-2512-9.ch004

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Abstract

The purpose of this chapter is to explain the concepts and principles of service science, management and engineering, and the basic constructs of innovative service strategies. It highlights why service is increasingly being conceptualized as a process rather than a unit of production output. The chapter first describes the evolving service perspectives and their associated characteristics and principles. It then addresses the service “implementation” aspects and describes the definitions and interrelationships of service concept, design, and strategies to create differentiating customer experience.

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