Abstract
The prime objective of this paper is to propose an evolving service system for cocreation of value in microfinance. Close monitoring and the role of the customer service assistant (CSA) are the key components of this evolving service system. A semi-structured interview strategy was used to elucidate the evolving service system. We conducted 25 interviews with employees of BRAC’s microfinance program, Bangladesh, and its borrowers. The results show that CSA particularly plays a key role in the evolving service system to provide higher financial literacy than before through their professional activities including pre-disbursement orientations and giving 4 days of training to borrowers.
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Acknowledgments
This study is funded by a scholarship from the Ministry of Education, Culture, Sports and Technology (MEXT) in Japan Advanced Institute of Science and Technology, Japan. The authors greatly appreciate MEXT for their financial support. The authors also thank all those involved in BRAC’s microfinance program for their co-operation in this study.
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Siddike, M.A.K., Kohda, Y., Hoque, M. (2017). An Evolving Service System in Microfinance: A Case Study in BRAC, Bangladesh. In: Sawatani, Y., Spohrer, J., Kwan, S., Takenaka, T. (eds) Serviceology for Smart Service System. ICServ 2015. Springer, Tokyo. https://doi.org/10.1007/978-4-431-56074-6_19
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DOI: https://doi.org/10.1007/978-4-431-56074-6_19
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