The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in...

Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. Customer Experience refers to the sensory,...

The heyday of the classic sales force is over. Customers lead mobile and online lives, and successful companies use disruptive concepts to engage with the digitally empowered consumer. Disruptive Selling helps companies transform themselves to the new age of selling by matching supply to demand in an innovative way. Successful disruptive selling concepts must be based on the right combination of a series of factors, including an understanding of what...