A
After-sales support services, 77
Assemble-to-order process, 32, 39, 40
Automatic teller machines (ATMs), 3–5, 24, 103
B
Back office support, 17
Balanced scorecard approach, 68–70
Barren organizational context, 87
Building blocks, 81
Business intelligence (BI) platforms, 116
Business-to-customer (B2C) services, 44
C
Call center management software, 15
Capabilities, unlocking
capability synergies
self-reinforcing cycle, 116
service inventory, 115
service product innovation, 114
service supply chain, 117
customer capabilities, 105
firm, within the, 104
service provider capabilities
customer-driven service innovation, 111
service inventory revisited, 109–111
Capability synergies, 114–117
Capability-building, 53
Co-producers, customers and ...
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