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Service Multipliers, Service Visibility
Design Management Review, 2014Public service providers can actually suffer as a result of front‐ and back‐office processes that are so efficient they may be invisible to customers. To expose their service quality and social impact to customers and funding officials, these providers need to redesign their service spaces, physical and online, and reveal the multipliers they use to ...
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Shadow Services And Legal Services
Problems in Economics, 1989The problem of balance in the market for goods and services remains extremely acute. In 1986-87 alone, the shortfall in the sale of consumer goods was 22 billion rubles and the shortfall in the sale of consumer services was 4.5 billion rubles compared with the plan. Savings bank deposits during these years increased by 46 billion rubles. The population
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Service Problems, Service Crises and Service Disasters
Journal of Quality Assurance in Hospitality & Tourism, 2001ABSTRACT This paper discusses the need for tourism service organisations to implement effective ways of responding to their clients when a problem occurs in the delivery of a service. Failure to recognise or respond appropriately to a problem when it occurs can cause a crisis which requires more organisational resources and skills to overcome, and if ...
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Services, E-Services, and Nonservices
2009This chapter examines the provision and codevelopment of electronic services, content, and applications at the conceptual level. There is focus on the provision of services electronically (e-services) and the development of user-produced electronic content and applications (nonservices).
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