Service-Oriented Organizational Structure and Processes

Chezy Ofir and Nadav Goldschmidt

Chapter 7 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 81-95 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The organizational structure and processes shape and direct the internal service — how the company is organized, how people interact with each other, lines of communication, and the flow of work and information. A service-oriented structure reduces obstacles, friction, and constraints to a minimum, creating a great internal service that helps people deliver great external service…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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