Summary: How can companies measure the value of service? What factors can enhance service value? Six topic areas are highlighted as being worthy of further research. 1. Measuring the value and return on investment from service 2. Creating and enhancing tools for capturing the value in use for services and communicating value to customers and throughout the firm 3. Integrating service value and the costs of service delivery into joint optimization models 4. Creating and enhancing service standards and metrics that link to financial outcomes of the firm 5. Managing the sales and service channel portfolio to maximize value 6. Integrating the role of customers, employees, and technology for value optimization (e.g., the use of self-servicetechnologies)
