Silvio Barbieri’s scientific contributions

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Publications (3)

Service Design and Enterprise Risk Management for Knowledge-Based Services: A Practical Approach for Auditors and Consultants
  • Chapter

December 2020

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33 Reads

Silvio Barbieri

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Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chapter intends to guide managers step-by-step in providing better services and managing risks effectively. Each phase includes the presentation of a hands-on managerial tool. To design or improve a service, blueprint can help to visualize and fine-tuning its value chain. Riskoprint allows capturing the complexity of service risks, their sources, and severity. Finally, feed-forward controls contribute to preventing and recovering from service failures.

Figure 1. The blueprint model (source: authors of this paper, adapted from Lovelock, Wirtz, Lapert and Munos, 2014). 
Figure 2. The initial blueprint of the practical case of the hotel with a first analysis, macro view of the basic service experience (source: authors of this paper). service experience in question (see Figure 3 for the zoom-in and Figure 4 for the macro-sociogram). Figure 4 concentrates thus on the human interactions involved in this area of the service life path. The final objective is to think about a proposal for the solution, optimization, improvement or protection of the ser 
Figure 3. The initial blueprint of the practical case of the hotel with a zoom-in of the main human interactions within the service experience (source: authors of this paper). Legend of Figure 3: : (Medium salient attribute) Reception; : (Important salient attribute) Price; : (Low salient attribute) Speed; : (Dysfunction, risk or defect) No adequate solution.
Figure 4. The macro sociogram of the practical case for the hotel: a zoom-in of the main human interactions within the service experience (source: authors of this paper).
Figure 5. The improved blueprint of the practical case for the hotel with a solution, macro view of the basic service experience, (source: authors of this paper). Legend of Figure 5: : (Medium salient attribute) Reception; : (Important salient attribute) Price; : (Low salient attribute) Speed; : (Point of anticipation) Advance agreement.

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Measuring Human Risks in Service: A New Model
  • Article
  • Full-text available

January 2017

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809 Reads

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4 Citations

Journal of Service Science and Management

Silvio Barbieri

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Yvonne de Grandbois

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Pedro Miguel Moreira
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Citations (2)

... Other authors, such as [4], reported the study of the influence of the human factor on risks in the service sector. For integrated measurement of the risk zone under the dominant action of the human factor, a sociogram of relationships in the group and the concept of modeling production risk management were used. ...

Reference:

Building an effective personnel risks management system of the organization
Measuring Human Risks in Service: A New Model

Journal of Service Science and Management

Silvio Barbieri

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Yvonne de Grandbois

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Pedro Miguel Moreira

... M3P4 had the additional task of investigating what AI/ML solution the end client would be able to afford so that this could be factored into the design. M3P4 and M3P7 used service blueprints [8] to map client journeys along with the data and AI/ML processes as well as the back-end and support processes in one document. ...

Reference:

A study of UX practitioners roles in designing real-world, enterprise ML systems
Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint
  • Citing Article

  • January 2013

Journal of Advanced Management Science

Silvio Barbieri

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Gabriel Zambrano