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Service Multipliers, Service Visibility
Author(s) -
Harviainen J. Tuomas
Publication year - 2014
Publication title -
design management review
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1557-0614
DOI - 10.1111/drev.10279
Subject(s) - service provider , business , service (business) , service design , visibility , service product management , marketing , service level objective , service guarantee , product (mathematics) , internet privacy , advertising , computer science , geography , geometry , mathematics , meteorology
Public service providers can actually suffer as a result of front‐ and back‐office processes that are so efficient they may be invisible to customers. To expose their service quality and social impact to customers and funding officials, these providers need to redesign their service spaces, physical and online, and reveal the multipliers they use to increase service and product value. Public libraries and other public‐service providers must learn to make their “service multipliers” more visible to customers if they want to survive in the internet era.