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Service-Oriented Organizational Structure and Processes

In: Customer Xperience Leadership A Blueprint to Maximize Performance

Author

Listed:
  • Chezy Ofir
  • Nadav Goldschmidt

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…

Suggested Citation

  • Chezy Ofir & Nadav Goldschmidt, 2024. "Service-Oriented Organizational Structure and Processes," World Scientific Book Chapters, in: Customer Xperience Leadership A Blueprint to Maximize Performance, chapter 7, pages 81-95, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789811264092_0007
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    More about this item

    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;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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