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dc.contributor.authorDedene, Guido (+)
dc.contributor.authorWarnar, Rick
dc.contributor.authorMercado, Cecilia
dc.contributor.authorPeters, Edward M.
dc.contributor.authorViaene, Stijn
dc.date.accessioned2017-12-02T14:53:42Z
dc.date.available2017-12-02T14:53:42Z
dc.date.issued2015
dc.identifier.doi10.1287/serv.2015.0106
dc.identifier.urihttp://hdl.handle.net/20.500.12127/5432
dc.description.abstractIn this paper a particular approach to value-assessment for information and communication technology (ICT)-based services is explored. The core of the paper is a large-scale case study that provides evidence of how proposed value mechanisms work in practice. The mechanisms that are described in this paper are grounded in bringing together different views on the definition of a service, in particular when dealing with administrative processes. The notion of a value-leak is introduced, as an indicator that points to services where the erosion of value can be reduced or stopped. Value-leaks go beyond process deficiencies, and in the case study it becomes clear how efficiency considerations, emotions, effectiveness, caring, hospitality, and so on play an important role in value-leaks. A key research question is the detection of potential value-leaks in services. In this paper, service science for ICT-based services follows the rigor of information science by introducing the notion of service imperfections. Next, two research propositions are put forward, expressing the relation between value-leaks and imperfections on the one hand, and value-leaks and non-normal form process models on the other hand. The case study provides a concrete project in the social ecosystem of a large-scale municipality. What emerged initially as a simple cost-cutting exercise resulted at the end in a redesigned customer contact handling process, whereby both the customers and the employees were satisfied, and realizing also the cost reductions in a creative way by investigating the value-leaks.
dc.language.isoen
dc.subjectValue Leaks
dc.subjectService Imperfection
dc.subjectContact Center
dc.subjectService System
dc.subjectProcess Redesign
dc.titleAssessing the value of process improvement by means of service imperfections and value-leaks: the case of a large scale municipality contact center
dc.identifier.journalService Science
dc.source.volume7
dc.source.issue3
dc.source.beginpage196
dc.source.endpage209
vlerick.knowledgedomainOperations & Supply Chain Management
vlerick.typearticleJournal article with impact factor
vlerick.vlerickdepartmentTOM
dc.identifier.vperid51528
dc.identifier.vperid207751
dc.identifier.vperid207752
dc.identifier.vperid76321
dc.identifier.vperid207750
dc.identifier.vpubid6699


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