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Metrics That Matter: Measuring and Improving the Value of Service

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Service Systems Implementation

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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.

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Author information

Authors and Affiliations

  1. Goldman School of Public Policy, University of California, Berkeley, CA, USA

    Thomas J. Buckholtz

Authors
  1. Thomas J. Buckholtz
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Corresponding author

Correspondence to Thomas J. Buckholtz .

Editor information

Editors and Affiliations

  1. Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA

    Haluk Demirkan

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

  3. IBM Almaden Research Center, San Jose, 95120-6099, California, USA

    Vikas Krishna

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Buckholtz, T.J. (2011). Metrics That Matter: Measuring and Improving the Value of Service. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) Service Systems Implementation. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-7904-9_13

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  • DOI: https://doi.org/10.1007/978-1-4419-7904-9_13

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  • Publisher Name: Springer, Boston, MA

  • Print ISBN: 978-1-4419-7903-2

  • Online ISBN: 978-1-4419-7904-9

  • eBook Packages: Computer ScienceComputer Science (R0)

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