Activation stage, customer engagement pathway, 87–88

 

Behavioral economics, 24

Business architecture for insights, 84–93

 

Cloud computing, 12–15

Componentization, 54–56, 96–98

Componentized business architecture, 48–56

Consonance, 112–115

Continuous improvement via learning, 10–11

Continuous learning, 108

Control strategy, 47–48

Customer advocacy, 89–90

Customer engagement pathway, 81

activation stage, 87–88

evaluation stage, 84–87

experience and sharing, 88–93

Customer knowledge gap, 27

Customer loyalty, 90–93

Customer service system, 38

 

Data deal, 3–4

Delivery gap, 27–28

Digital work, 3

 

Emotional gap, 28, 29

Employee engagement, 90–93

Engine Serial Number (ESN), 103

Enterprise innovation, 116

Enterprise level social business, 63

Entrepreneur level social businesses, 63–69

Entrepreneurship, 115–116

ESN. See Engine Serial Number

Evaluation stage, customer engagement pathway, 84–87

Experience gap analysis, 27–35

customer sentiment and behavior data, 33–35

experience co-creation’s new skills, 28–32

open internal/external orchestration, 32–33

 

Gateway metrics, 85

Global connectivity platform, 58–59

Global-mobile-social (Glo-Mo-So) platforms, 9–10, 57–69, 98, 108

enterprise level social business, 63

entrepreneur level social businesses, 63–69

global connectivity platform, 58–59

mobile apps exemplify disruptive change, 59–60

social business software, 60–62

Glo-Mo-So platforms. See Global-mobile-social platforms

 

IBM, service thinking and, 2

Individualization, service thinking framework, 105–117

co-creation of value, 107

consonance, 112–115

enterprise innovation, 116

entrepreneurship, 115–116

ethos of service, 111–112

Glo-Mo-So scalable platforms, 108

modular business architecture, 107–108

multisided metrics, 108–109

resonance, 112–115

R-T-I and continuous learning, 108

service as experience, 106

service systems, 107

small- and medium-sized private/family business, 116

T-shaped professionals, 109–111

vendor to industry, 116–117

 

Key performance indicators (KPIs), 28, 53–54

KPIs. See Key performance indicators

 

Long-term metrics, 80

 

Marginal utility theory, 23

Measurement-based mediocrity, 27–35

Modular business architecture, 9, 47–56, 107–108

Multisided metrics, 11, 79–93, 108–109

business architecture for insights, 84–93

insights, gateway to path, 82–84

service success, path to, 81–82

 

New governance model, 72–73

innovation, 74

run, 73

transform, 73–74

 

One-sided metrics, 80

Orchestration, 5, 32–33

 

Perception gap, 28, 29

Positive/negative sentiment monitoring, 89

Praxeology, 24

Provider-customer service systems, 40

Provider service system, 39

 

Resonance, 88–89, 112–115

R-T-I ratio. See Run-Transform-Innovate ratio

Run-Transform-Innovate (R-T-I) ratio, 10, 74–77, 108

transforming government with, 77

 

Service, definition, 2–4, 7

Service design, 29

Service equity, 86–87

Service metrics, engagement and duration, 79–80

Service science, 4

Service systems, 8–9, 37–41, 98–104, 107

car-as-a-service, 102–104

case example, 99–102

integration, 41–43

marketing and brand building, 44–46

organizational design, 46

social business software, 60–62

specialization, 41–43

strategy, role of, 43–44

Service thinking, 1–2

absolute advantage, 48

in action, 11–21

case studies, 12–21

continuous improvement via learning, 10–11

framework, 5–11

IBM and, 2

for innovation, 95–104

integration, 48

marketing, impact on, 35–36

modular business architecture, 9

multisided metrics, 11

output of service, experience, 5–7

scalable glo-mo-so platforms, 9–10

service systems, 8–9

specialization, 48

systematic approach, 5

value, co-creation of, 7–8

vs. service science, 4

Short-term metrics, 80

Small- and medium-sized private/family business, 116

Social business software, 60–62

Specialization plus integration, 42

Starbucks, 15–16

continuous improvement via learning, 20

modularized business architecture, 18–19

multisided metrics, 20–21

scalable glo-mo-so platform, 19

service as experience, 16

service system, 17–18

value, co-creation of, 16–17

 

Transformative effect

continuous improvement via learning, 10–11

modular business architecture, 9

multisided metrics, 11

scalable glo-mo-so platforms, 10

scientific objectivity, business, 7

service systems, 9

value, co-creation of, 8

T-shaped professionals, 109–111

 

Value, co-creation, 7–8, 16–17, 25–26, 34, 36, 73–74, 96, 107

Value creation experience, 88–89

Value-in-experience, 23–25

Value, new way of thinking, 26–27

Value webs, 54