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Obtaining Value from Big Data for Service Delivery by William H. Money, J. Alberto Espinosa, Frank Armour, Stephen H. Kaisler

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CHAPTER 2

Applications of Big Data to Service Delivery

Organizations can, and are, utilizing Big Data to improve and enhance the delivery of services to their customers. From retail marketing to financial services to health care and more, Big Data and analytics are changing the landscape of service delivery. We first outline a simple, generic service delivery model (SDM) and then discuss how Big Data can be applied within the model. We then outline several examples of how Big Data is being applied to service delivery.

Defining Services

A service is often described as a tangible or intangible benefit provided by a person, a group, an organization, or some other entity to a person, a group, an organization, or some other entity. There are many ...

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