Example 1
For the 1st example, what is the business that you think they have applied the concept of Service
Science to the business?
Business: Grab
For the 1st example, what are their value propositions to the customers?
Value propositions: Convenient, fast, and easy access to transportation, food delivery, and
payment services in one app.
For the 1st example, who are their main customer segments?
Main customer segments: Passengers, food-delivery customers, merchants, and drivers.
For the 1st example, what concepts of Service Science that they applied to the business?
Hint: you can refer to the Service-oriented logic in the slide and provide example.
Service Science concepts:
• Value co-creation: Customers, drivers, merchants, and Grab work together to create the
service.
• Service-oriented logic: Grab provides mobility and convenience, not just transportation.
• Technology-enabled service: Uses apps, GPS, digital payments, and real-time tracking.
Example 2
For the 2nd example, what is the business that you think they have applied the concept of Service
Science to the business?
Business: Net ix
For the 2nd example, what are their value propositions to the customers?
Value propositions: Convenient on-demand entertainment, personalized recommendations,
and access across many devices.
For the 2nd example, who are their main customer segments?
Main customer segments: Individuals, families, and people who prefer online streaming.
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For the 2nd example, what concepts of Service Science that they applied to the business?
Hint: you can refer to the Service-oriented logic in the slide and provide example.
Service Science concepts:
• Value-in-use: Value is created when customers watch and enjoy the content.
• Personalization: Net ix uses customer viewing behavior to recommend content.
• Continuous service relationship: Customers pay for ongoing access through
subscriptions.