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Service Innovation and Management. Minder Chen, Ph.D. Associate Professor of MIS Chair of Business and Economics CSU Channel Islands firstname.lastname@example.org. References (I). James Teboul, Service Is Front Stage: Positioning Services for Value Advantage, Palgrave McMillan, 2006.
Minder Chen, Ph.D.
Associate Professor of MIS
Chair of Business and Economics
CSU Channel Islands
Industry sector: Mining, Construction, & Manufacturing
Source: Front Stage
Nature of the Service Act
to work in, study, and innovate
Slide by Jean Paul Jacob
Source: Minder Chen, 2007
OnStar By GM | OnStar.com, Car Safety Device and Vehicle Security System
Screen clipping taken: 2007/3/6, 上午07:56
Apple - iPod + iTunes, http://www.apple.com/itunes/, Screen clipping taken: 2007/3/6, 08:02
November 4, 2003 - 08:35 EST Apple today announced that its first retail store in Japan will open in Tokyo's Ginza shopping district on Sunday, November 30 at 10:00 a.m. This will be Apple's 73rd retail store, and the first outside the United States. The new store will feature five floors ….
Applestore, Soho, New York, 20 Sep 2005
Amazon Web Services Developer Connection : AWS Solutions Catalog
Screen clipping taken: 2007/3/6, 上午08:08
The service target may be the service client itself.
Knowledge sources driving service innovations…
SSME = Service Sciences, Management, and Engineering
Source: Service Is Front Stage
Kaiseki or kaiseki ryōri
Manager as Coach
Values and Quality
WELCOME TO THE EXPERIENCE ECONOMY. Pine, II, B. Joseph; Gilmore, James H.. HarvardBusinessReview, Jul/Aug98, Vol. 76 Issue 4, p97-105.
“You don’t get happy guests with unhappy employees.”
J. W. Marriot
WOM: Words of Mouth
Product and process formulation
High-quality internal services and
Good internal management
Revenue growth and profitability
Value of service provided
(Teboul, 2005, p. 33).
Deliver WOW Through Service
Embrace and Drive Change
Create Fun and A Little Weirdness
Be Adventurous, Creative, and Open-Minded
Pursue Growth and Learning
Build Open and Honest Relationships With Communication
Build a Positive Team and Family Spirit
Do More With Less
Be Passionate and Determined
1. The e‐commerce business is built on repeat customers
2. Word of mouth really works online
3. Don’t compete on Price
4. Make sure your web site inventory is 100% accurate
5. Centrally locate your distribution
6. Customer service is an investment, not an expense.
7. Start small, stay focused
8. Don’t be secretive. Don’t worry about competitors
9. You need to actively manage your company culture
10. Be wary of so‐called experts…INCLUDING US!!!
Desktop PC and applications, ticket, records
IT request, problem call to help desk, etc
Line of interaction
Takes call, opens ticket, visit to employee desk side
Line of visibility
Refers to manuals, asks for help from team
Line of internal interaction
Time recording, payroll, training, etc
Translate Failure into Success!
"Moments of Truth"
Market and Customer Research and analysis
(Including Business Partners)
Delivery, Welcoming service and
Continuous Contact Processes
SAS Scandinavian Airlines
* Adapted from The Price Waterhouse Change Integration Team, Better Change, Irwin, 1995, p. 163.
Operate, Maintain, Repair
Data sheets, catalogs, demos
Web searches, web ads
Credit cards, e-cash
Deliver soft goods electronically
Web site, phone,
fax, e-mail, e-mailing list