Services industries are diverse, and range from the full service-only dimension through to services that support a product. In almost all cases the service involves capturing, or engaging with, the customer. A Service Value Networks (SVNs) approach offers a new way to engage with the customer. This approach moves the existing business models into the near-real-time customer tracking environment. This paper discusses complex doorways (elucidated by a SVNs approach) through which competitive new business approaches may be better understood, and developed, in line with customer drift, and/or customer changes in sentiment. The customer decision-making process to engage in a transaction process with the business, and the specific business-customer encounter pathways that ensue, contribute to the final customer engagement decision. The „bricks‟ (off-line physical) business and to „clicks‟ (on-line virtual) business both fit within the SVNs approach. This approach may be applied to tertiary institutions and student monitoring.
Hamilton, John, "Customer Strategy In Services Industries" (2007). ICEB 2007 Proceedings. 6.