Service encounters in value networks: dimensions for pure service offerings

Hamilton, John, and Selen, Willem (2006) Service encounters in value networks: dimensions for pure service offerings. Metamorphosis, 5 (1). pp. 49-68.

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Abstract

This discussion forum addresses the concept of service encounters for pure services over the Web, when businesses are organized along a value network. For these types of pure service offerings, the service encounter is positioned in a holistic value network framework, leading towards the identification of particular service encounter dimensions. First, possible bullwhip or upstream amplification effects may be reduced/avoided by ensuring high process quality to avoid rework of customer requests and service fulfilment. Bottlenecks may be overcome by designing excess capacity within the information system network. Second, a number of particular factors related to web-interface development, are discussed. This leads to a further discussion of issues in relation to customer targeting, information communication technology, and web-related financial metrics. Finally, strategic positioning and strategic alignment issues are discussed in a value network, using Porter's five forces model applied to the Internet, as well as an adaptation of Kaplan and Norton's balanced scorecard.

Item ID: 6893
Item Type: Article (Refereed Research - C1)
Keywords: service encounter; value network; pure service; strategic alignment
ISSN: 0972-6225
Date Deposited: 24 Feb 2010 22:48
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%
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