From the course: IT Service Desk: Service Management
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Value creation
- Value is the perceived benefit, usefulness, and importance of something. Each of us uses our experiences and needs to determine value based on our own perception of usefulness. Services enable the co-creation of value. What that means is that we may provide self-service application, but the value isn't fully recognized until the user applies the application to accomplish their goal. In a services culture, value is derived from the outcomes the services enable. The value perceived is influenced by how easy or difficult it was to obtain the outcome. This is one of the reasons organizations measure CES, or customer effort score. How easy was it to obtain the service? For example, in a self-service restaurant, we order, now perhaps by a touchscreen menu or with a human. And the food is then prepared, and this allows us to have a better, faster service. When this process works, we see the value. However, if it's…
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