Бережливый сервис. Иногда меньше сервиса лучше для клиента. Андрей Иващенко

      3

      Dr. Scott Sampson – профессор Marriott School of Management Brigham Young University. Автор книги Essentials of Service Design and Innovation.

      4

      Dr. Scott Sampson. Unified Services Theory (UST) / Marriott School of Management Brigham Young University.

      5

      Инструменты стратегического планирования и дизайна.

      6

      Process Chain Network – фреймворк для описания и анализа сервисно-проводящих цепочек для системного управления сервисными операциями и создания инноваций в процессах обслуживания. Dr. Scott Sampson. Essentials of Service Design and Innovation.

      7

      SWOT-анализ – метод стратегического планирования и разработки стратегических инициатив на основе выявления факторов влияния внутренней и внешней среды по четырем категориям: Strengths, Weaknesses, Opportunities, Threats.

      8

      Service Blueprint – карта сервиса, описывающая модель работы сервисного процесса. Lynn Shostack. Harvard Business Review, 1984.

      9

      Customer Journey Map – фреймворк для визуализации и анализа опыта пользователей при взаимодействии с продуктом или сервисом.

      10

      ¹⁴ Employee Journey Map – фреймворк для визуализации опыта сотрудников в процессе взаимодействия с внутренними продуктами компании или при выполнении процессов во время оказания услуги.

      11

      Dr. Scott Sampson. Essentials of Service Design and Innovation», 2019.

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