Service Science: A Reflection from Telecommunications Service Perspective

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Handbook of Service Science, 2010, 1, pp. 359 - 386
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An initial set of requirements for a proposed next-generationtelecom service innovation model is derived by viewing telecommunications service in the context of the emergentservice science principles. An in-depth review of the industry-standardized telecom business operations, eTOM, the next-generation network (NGN) architecture and advances made by global leading service providers yields the basic constructs for the proposed model which is centered on collaborativeinnovation , particularly customer collaboration. The proposed model is broadly described, and an initial review of challenges and recent advances in customer co-creation of service offering is provided.
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