Institute of electrical and electronics engineers (IEEE)
The purpose of this paper is to develop a service-module model based on the system viewpoint which can be used to pre-analyze customer perceived internal processes. Then, resources can be aligned to this forecasted service processes to make the service created value be as close as possible to the customer perceived value. The model fits to the current mainstream service paradigms and can help improve existing service, develop new service, and predict competitor's service strategy.
Proceedings of the 2012 IEEE International Conference on Service Operations and Logistics, and Informatics, pp.439-444