CHAPTER 2

The Changing Nature of Service Processes

In this chapter, we will look at three trends that have been instrumental in driving changes to the service process design landscape: the rapid pace of technology-enabled service innovation, the expanded role of the customer, and the increasing use of service inventory. Although each of these trends and their impact on service processes can be considered separately, in many cases, they are linked together through supporting technologies. Clearly, the expanded role of the customer has been facilitated by self-service technologies (SSTs). In addition, performing and storing a portion of the service work before the customer enters the service system (i.e., service inventory) is becoming increasingly ...

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