The service value networks management toolkit

Abstract

Services industries are diverse, and range fromm the full service-only dimension through to services that support a product. In almost all cases the service involves capturing, or engaging with, the customer. A Service Value Networks (SVNs) approach offers a new way to engage with the customer. This approach moves the existing models beyond current models, and into the near-real-time customer tracking environment.

This paper discusses part of the complex doorway (elucidated by a SVNs approach) through which competitive new business approaches may be better understood, and developed, more in line with customer drift, and/or customer changes in sentiment. The customer decision-making process to engage in a transaction with the business, and the specific encounter pathways that ensue, contribute to the final customer decision. The bricks (off-line physical) business and to clicks (on-line virtual) business have front-end degrees of fit within the SVNs approach. The concept of the Management Toolkit is introduced as a means of management scenario assessment and as a way to deliver additional systems adjustments for the business and its services gateway.