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Service Experience

Ser vice System Worldview 1. Customer. Service Provider. Service Experience. A Service System and Its Entities. 1 Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18.

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Service Experience

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  1. Service System Worldview1 Customer Service Provider Service Experience A Service System and Its Entities 1Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18. Kwan 2012

  2. A Service System Network Service System A Service Interactions Service System B Service System E Service System C Service System D Service System F Kwan 2012 3

  3. A Service Supply Chain Service System A Service Interactions Service System B Service System E Service System C Service System D Service System F Kwan 2012 4

  4. Example: Purchases from Amazon.com Kwan 2012

  5. Example: Purchases from Amazon.com Service Supply Network Customer Amazon.com Bookcloseout_us theBookGrinder USPS nengland4 USPS USPS “transparent” service provider Not being evaluated USPS Kwan 2012

  6. Service System Worldview Employees & Stockholders Community Customer Service Provider Service Experience Partners Competition Service System Society Kwan 2012

  7. Service System Worldview Service Management Fitzsimmons & Fitzsimmons Employees & Stockholders Capacity & Manpower Planning, Training Community Customer Service Provider Facility Location & Design Service Experience Partners Social Networking Competition Competitive Strategy Customer Flow & Service Delivery Service Concept Realized Market Segmentation Operating Strategy Society Kwan 2012

  8. Value Co-Creation Through Value Propositions Value Employees & Stockholders Community Customer Service Provider Value Value Value Service Experience Partners Competition Service System Governance Society Kwan 2012

  9. Service Systems, Computing, and IT Services1 Service Provider’s Back Stage Support Information Technology Platform Back Stage Processes Front Stage Processes Front Stage ITSM – Management of the Processes and Infrastructure of IT Services Service Computing (e.g., SOA) 1 Kwan, S. K. & Hefley, B., “Service Systems”, 2008. Kwan 2012

  10. Kwan 2012

  11. Kwan 2012

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