Technology Enterprise Business Models: A Handbook For The Post Pandemic Era

Creating Customer-Oriented Online-Offline Business Models

Author(s): Joosung J. Lee * .

Pp: 25-36 (12)

DOI: 10.2174/9789815179484123010005

* (Excluding Mailing and Handling)


In this chapter, we will clarify the importance of the right service design for offline-online business models under PSS. The chapter will also overview the main principles of service design. Lastly, we will become familiar with specific frameworks for driving the workflow of creating a highly customer-oriented business model through the core ideas of service design. 

Keywords: Business model, Customer-oriented service, Customer journey map, Delivery gap, Service design, Service blueprint, User persona.

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