個案資料

Supplement for product 9B16A049.

The two parts of this case are suitable for a number of courses including strategy and planning, service marketing, financial management, customer relationship management, service marketing, and finance and public policy. After completion of the two parts of this case, students will be able to<br><ul><li>discuss creation of a service-centric ecosystem and customer touchpoint management;</li><li>identify challenges faced by service organizations operating in the context of an empowered and assertive millennial customer; the need to pragmatically balance customer delight with financial viability and operational feasibility in service offerings;</li><li>use a balanced scorecard to align a company’s philosophy, processes, and performance in order to provide a holistic and sustainable service to all stakeholders;</li><li>identify constraints, challenges, and innovations in the pricing of public services;</li><li>use SWOT and PESTLE frameworks to identify challenges, opportunities, and constraints;</li><li>identify ways and means in which organizations can conceive and harness value from their creations;</li><li>understand an organization’s drivers, impact, opportunities, and applications; and</li><li>discuss how to convert a resource constraint challenge into an opportunity to do more with less using affordable and sustainable innovations.</li></ul>