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https://www.oreilly.com/library/view/service-management-an/9780133088816/ch08.html
8. Design and Development of Services and Service Delivery Systems 8.1. Introduction Service design and development is an important step in creating value and satisfaction for the customer. In Chapter … - Selection from Service Management: An Integrated Approach to Supply Chain Management and Operations [Book]
https://www.worldscientific.com/doi/10.1142/9789813209459_0008
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https://hbr.org/1984/01/designing-services-that-deliver
The presence of people, however, brings a higher risk that service quality will vary. At the design stage, the developer must plan and consider every encounter between consumer and provider. The good manners and attentiveness customers associate with good personal service must be made part of the hiring, training,...
https://www.researchgate.net/publication/235305303_Service_delivery_system_design_Characteristics_and_contingencies
Design/methodology/approach – Informed by the service strategy triad, a single embedded case study was designed to explore empirical data on four target markets, four service concepts, and on the design characteristics of the corresponding four service delivery systems.
https://www.cmmiconsultantblog.com/cmmi-faqs/what-is-service-system-development-ssd-in-context-of-cmmi-for-services/
Development of a design for the service system including preliminary and detailed design. Design adherence to allocated functionality and quality attribute requirements. Design of interfaces for the service system components using established criteria. Evaluation of the service system to be developed, purchased,...
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