Service Innovation and Management

  1. Technology as an Enabler of Service Innovation
    1. Digital Transformation in Services
      1. ICT Role in Services
        1. Infrastructure Requirements
          1. Integration Challenges
            1. Digital Strategy Development
            2. E-Services and Digital Channels
              1. Online Service Delivery
                1. Digital Channel Design
                  1. Omnichannel Strategies
                    1. Channel Integration
                  2. Key Enabling Technologies
                    1. Artificial Intelligence and Machine Learning
                      1. AI Applications in Services
                        1. Personalization Engines
                          1. Automation of Service Tasks
                            1. Predictive Service Analytics
                            2. Big Data and Customer Analytics
                              1. Data Collection Strategies
                                1. Data Storage Solutions
                                  1. Predictive Analytics
                                    1. Customer Insights Generation
                                    2. Internet of Things
                                      1. Connected Devices in Services
                                        1. Real-Time Monitoring
                                          1. IoT Service Applications
                                            1. Data Integration Challenges
                                            2. Cloud Computing
                                              1. Cloud Service Models
                                                1. Scalability and Flexibility
                                                  1. Service Delivery Platforms
                                                    1. Security Considerations
                                                    2. Mobile Technologies and Apps
                                                      1. Mobile Service Platforms
                                                        1. App-Based Service Delivery
                                                          1. Mobile User Experience
                                                            1. Location-Based Services
                                                            2. Robotics and Automation
                                                              1. Service Robots
                                                                1. Process Automation Tools
                                                                  1. Human-Robot Interaction
                                                                    1. Automation Strategy
                                                                  2. Self-Service Technologies
                                                                    1. SST Design and Implementation
                                                                      1. User Interface Design
                                                                        1. Accessibility Considerations
                                                                          1. Technology Selection
                                                                          2. Customer Adoption and Resistance
                                                                            1. Adoption Factors
                                                                              1. Resistance Barriers
                                                                                1. Change Management
                                                                                2. Balancing Technology and Human Touch
                                                                                  1. Hybrid Service Models
                                                                                    1. Service Channel Choice
                                                                                      1. Personalization vs. Efficiency

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                                                                                  6. Strategic Management of Service Innovation

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                                                                                  8. Measuring Service and Innovation Performance