Index

AI. See Artificial intelligence

Airbnb, 27

Albertson’s, 7

Amazon Fresh, 2

Artificial intelligence (AI), 18, 20, 25, 27, 28, 30, 63

ATMs. See Automatic teller machines

Automatic teller machines (ATMs), 38

Back office support, 2124

Balanced scorecard approach, 9395

Banking services, customers as innovators, 142

BeeToken, 27

Best Buy, 147

Big Data, 133

Big Y, 7

Blue Apron, 2

Business-to-business (B2B) services, 60

Business-to-customer (B2C) services, 60

Capabilities, unlocking

concluding remarks, 149150

of customer, service providers, 134138

within firm, 132134

integrating resources to, 148149

of service providers, customers, 138143

setting task boundary, 149

strategy, 148

value, 148149

Capability synergies, 143148

self-reinforcing ...

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