After-sales support services, 83–85
Assemble-to-order process, 35, 42–43
Automatic teller machines (ATMs), 3–7, 9, 27, 113
Back office support, 17–20
Balanced scorecard approach, 74–75
Barren organizational context, 95
Building blocks, knowledge-intensive services, 89–97
information processing and transfer, 90–93
information stickiness, 93–95
information transfer and processing costs, 95–97
Business intelligence (BI) platforms, 126
Business-to-customer (B2C) services, 48
Call center management software, 16
Capabilities, unlocking
customer capabilities, 116–117
customer-driven service innovation, 122–123
firm, within the, 114–115
self-reinforcing cycle, 127
service inventory revisited, 119–122
service inventory, 126
service product innovation, ...
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