The service value networks management toolkit
Hamilton, John (2008) The service value networks management toolkit. Proceedings of the 8th Annual Hawaii International Conference on Business. 8th Annual Hawaii International Conference on Business , 22 - 25 May 2008, Honolulu, Hawaii , pp. 957-962.
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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.
|Item Type:||Conference Item (Refereed Research Paper - E1)|
|Keywords:||smart business networks; service value networks; business; customer; encounter; services research|
|FoR Codes:||15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 100%|
|SEO Codes:||97 EXPANDING KNOWLEDGE > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services @ 100%|
|Deposited On:||18 May 2010 09:03|
|Last Modified:||12 Feb 2011 03:08|
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