Abstract
Designing service processes to receive digital inputs from customers is a key challenge for service providers. This design has an impact on the outcomes of the service process for the provider and customer. These impacts can be customization, control, and customer agency. Service process activities receive customer information digitally through surrogate interactions using customer and provider digital technologies. These digital interactions are becoming the dominant method for obtaining customer resources and information to provide service. A design of learning processes to achieve customization and control is illustrated to show how these outcomes provide customer agency and satisfaction. Traditional service design challenges and trade-offs are mitigated through designing services for digital interactions.
| Original language | English |
|---|---|
| Title of host publication | 2021 10th Mediterranean Conference on Embedded Computing (MECO) |
| Publisher | IEEE Explore |
| Number of pages | 4 |
| ISBN (Electronic) | 978-1-6654-3912-1, 978-1-6654-3911-4 |
| ISBN (Print) | 978-1-6654-2989-4 |
| DOIs | |
| Publication status | Published - 1 Jul 2021 |
| Externally published | Yes |
| Event | 10th Mediterranean Conference on Embedded Computing (MECO 2021) - Budva, Montenegro Duration: 7 Jun 2021 → 10 Jun 2021 https://mecoconference.me/meco-2021/ |
Publication series
| Name | Mediterranean Conference on Embedded Computing |
|---|---|
| Publisher | IEEE |
| Volume | 10 |
| ISSN (Print) | 2377-5475 |
| ISSN (Electronic) | 2637-9511 |
Conference
| Conference | 10th Mediterranean Conference on Embedded Computing (MECO 2021) |
|---|---|
| Abbreviated title | MECO 2021 |
| Country/Territory | Montenegro |
| City | Budva |
| Period | 7/06/21 → 10/06/21 |
| Internet address |
Keywords
- service design
- service processes
- unified service theory
- process chain network
- customization
- control