Affiliation:
1. State of Geneva, Switzerland
2. ICN Business School, France
3. University of Applied Sciences of Western Switzerland, Switzerland & University of Bath, UK
Abstract
Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chapter intends to guide managers step-by-step in providing better services and managing risks effectively. Each phase includes the presentation of a hands-on managerial tool. To design or improve a service, blueprint can help to visualize and fine-tuning its value chain. Riskoprint allows capturing the complexity of service risks, their sources, and severity. Finally, feed-forward controls contribute to preventing and recovering from service failures.
Reference19 articles.
1. Measuring Human Risks in Service: A New Model
2. Service Risk Management Based on Blueprinting and Sociogram: A Case Study about Fast Food Queue Management;S.Barbieri;Risk Information Management, Risk Models and Applications, Lecture Notes in Information Sciences, 8, 95-104,2017
3. Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint
4. An experimental study of service recovery options
5. Editorial Column--Managing the Risks of the "Invisible"