Hamilton, John (2008) The service value networks management toolkit. In: Proceedings of the 8th Annual Hawaii International Conference on Business (8) pp. 957-962. From: 8th Annual Hawaii International Conference on Business, 22 - 25 May 2008, Honolulu, Hawaii.

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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.

Item ID:	7651
Item Type:	Conference Item (Research - E1)
ISBN:	1539-722X
Keywords:	smart business networks; service value networks; business; customer; encounter; services research
Related URLs:	http://www.hicbusiness.org/Proceedings_B...
Date Deposited:	17 May 2010 23:03
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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