Service Systems Implementation

Part of the series Service Science: Research and Innovations in the Service Economy pp 211-221


Metrics That Matter: Measuring and Improving the Value of Service

  • Thomas J. BuckholtzAffiliated withGoldman School of Public Policy, University of California Email author 

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This chapter features two metrics for the value of service and provides how-to advice for using them to attribute value, improve service, create service-innovation roadmaps, select metrics, and promote service science. The chapter also presents perspective and advice regarding service offerings and measurement and provides examples of using the two metrics.


Metrics value innovation roadmap functionality proficiency service science service systems