The key purpose Service Economics Group is to bring
together a diverse team of individuals and organizations to help define and
better understand current and desired future state economic tools, models,
processes and technologies that would reduce inhibitors to current service
innovation and to drive change that accelerate service innovation in the
future. Ultimately the group would become an instigator / influencer of change
to economic policies, economic and business metrics and accounting rules in
support of the services economy.
This may include but is not limited to the following:
- Create a center of knowledge and expertise around service economics
- Use the COE (Center of Expertise ) to drive change that promotes service
innovation, new education models, public policy and economic models.
- Understand new forms of value creation
- Customer Equity - Customers as an asset-beyond 'goodwill'
- Value of Data ( big data, sensor data et al.)
- Touchpoint value ( Twitter, Facebook,other social media that collects
visits and views)
- Research and education of both micro and macro-economic models of
service(s)
- Definition and valuations of non-tangible economic transactions
- Create and disseminate intellectual property ( papers, books,
presentations etc.) that create a better understanding of services related
economics.
[2015-000]
The Service Economy
Contributor: Doug
Morse
Comments: The first presentation of the COI laying out the
mission of the group and some potential discussion points.
(click picture on right to download slides)
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We are interested in collecting and
sharing materials on Service Economics (both micro and macro levels),
customer value, value propositions, different types of values, models,
frameworks, etc. Examples from real life situation that illustrate
these concepts are most welcome. We welcome your contributions to this
repository.
All posted materials will be attributed to the contributors. Please
see samples in the individual sections and submit materials together with this Contribution Form to Stephen Kwan or Doug Morse. Please make sure that
you observe relevant copyrights and fair use guidelines.
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[2015-0011]
Adaptively Seeking Win-Win Customer Relationships for the Digital Era FairPlay
Contributor: Richard Reisman
Comments: Presented at the ISSIP SIG Education & Research Conference Call, October 14th, 2015
Recording:
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[2015-008]
A 21st Century Enterprise Microarchitecture
Contributor: Doug McDavid
Comments: This expands on the 'all services perspective' I built for my BEP book: All Services All the Time.
This is aimed at the CIT/CTO/EA audience, positioning enterprise architecture as foundational for enterprise diagnostics and health-provoking services for enterprises.
What would really help me is if this would stimulate a few people to access the complimentary copy at Cutter Consortium -- to let Cutter know there are people actually interested in my point of view.
(click on picture at right to access report)
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[2015-0010]
A 21st Century Enterprise Microarchitecture
Contributor: Doug McDavid
Comments: Presented at the COI meeting on October 16th, 2015
Recording:
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[2015-012]
Value Pricing
Contributor: Doug
Morse
Comments:Presented at the COI meeting October 30th, 2015
Recording:
(click picture on right to download slides)
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[2015-013]
Using Analogy to Frame Value Propositions
Contributor: Stephen Kwan
Comments: Complements [2015-001]
(click picture on right to download slides)
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[2015-001]
Measuring Integration Service Quality Gap in a Service
System Network
Contributor: Stephen Kwan
Comments: The original paper: Kwan, S. K. &
Hottum, P. (2014). Maintaining Consistent Customer Experience
in Service System Networks. Service Science, 6 (2),
136-147.
Slide 4 and 5 with a formulation of the structure of a Value
Proposition and a narrative are shown below.
(click to expand each slide)
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[2015-002]
How to measure a College's Value
http://nyti.ms/1K3CQx6
Contributor: Stephen Kwan
Comments: a university is a service provider; must
provide a competitive value proposition among increasing
competition from traditional and disruptive forces; see last
sentence - great example of value co-creation.
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[2015-004]
Channel Conflict Example
Retrieved on 9/9/2015 from www.crn.com
Contributor: Stephen Kwan
Comments: Dell and HP used to see their products
through Value Added Resellers (VARs) (B2B2C or B2B2B example in
paper referenced in [2015-001]) with a particular type of value
proposition. The VARs in turn sell to their customers with
their own type of value proposition. In this case Dell and HP's
business model is their own B2B or B2C bypassing the middle
man.
(click on picture at right to see whole article)
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[2015-003]
ISSIP Service Economics COI Presentation
US and World Trade in Services
Stephen
Kwan, April 30, 2015
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[2015-014]
Editors: Ali Emrouznejad & Emilyn Cabanda (2014)
ISBN: 978-3-662-43436-9 (Print) 978-3-662-43437-6 (Online)
Contributor: Moira Scerri
Comments: Some of the chapters might be of interest.
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[2015-005]
Contributor: Stephen
Kwan
Comments: Excellent reference or
teaching book. Good coverage of Value
Propositions. Associated website and tablet
app.
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[2015-006]
Contributor: Stephen
Kwan
Comments: Excellent reference or
teaching book. Great companion to
[2015-005].
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[2015-007]
Contributor: Stephen
Kwan
Comments: Written by Curt Carlson,
former CEO of SRI International. Great
discussion of constructing Value Propositions
with enterprises, governments and other types
of entities. Great Appendix.
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[2015-009]
Contributor: Stephen
Kwan
Comments: Highly recommended book of applying Design Thinking to Businesses. Doug McDavid referred to businesses are starting to pay attention to the applying Design Thinking in their work.
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