Metrics That Matter: Measuring and Improving the Value of Service

Chapter
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

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.

Keywords

Metrics value innovation roadmap functionality proficiency service science service systems 

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Copyright information

© Springer US 2011

Authors and Affiliations

  1. 1.Goldman School of Public PolicyUniversity of CaliforniaBerkeleyUSA

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