Service Value Networks (SVNs) across the business's interaction environment. SVNs are constructed via interconnecting and networked value chains linking suppliers, peripheral partners and external support or legislated external sources into the networked internal business cells including executive strategy, target marketing, innovation, operations, IT/web communications and economic value (Hamilton, 2005, 2006). The front-end business cells and their networked customer interactors ultimately target delivering a customer exchange. Hence the SVN extends beyond the business environment and into the realm of the customer. The customer exchange is driven by customer perceptions, and these in tum are driven by the local and global external environmental - including political/legislative, economic, socio-cultural, technological, legal and environmental drivers (Johnston et al, 2005). The business and its integrated networks is also affected by the same local and global externals, as is the final business-customer encounter and exchange. Understanding such SVN components presents a mechanism that increases the likelihood of generating a successful business-customer encounter and exchange. This exchange may be a physical and/or services exchange, and/or an information and/or ideas exchange. To the business, this encounter is a trade that results in the business acquiring an economic exchange that delivers some movement towards a net positive economic outcome. SVNs - an approach postulated, theorized and developed by the author, uses a Structured Equation Modeling (SEM) method to highlight business-customer interaction pathways, and to elucidate additional business tools whereby the business may further enhanced its business-customer encounter alignment towards delivering win - win, business-customer solutions. This procedure unlocks the complexities of the networked nature of a real service industry and shows the reality of SVNs. In addition once measured and modelled, the business-customer encounter interface may unlock new competitive and uniqueness parameters for the service industry investigated thereby delivering new sustainability options for the industry and its constituent members.
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7th Annual Hawaii International Conference on Business
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1539-722X
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5
Honolulu, Hawaii
Hawaii International Conference on Business
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Hawaii
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