ISS 2020 Vision Future of Service Management | Page 55

In fact, “in the future, I would say customers will be forced to take a more active role,
regardless of whether they want or not. Service providers need to make sure that users will
be comfortable with this and that they get rewarded in some way, such as a better service,
a lower price or both.” 63
A greater focus on total resource optimization involves facilitating positive micro-behavioural
change. “A better understanding of human behavioural science will continue to inspire …
[service providers] to push people towards desired behaviour through nudging, digital design
and gamification. Together, these elements harness the experiential power of games as a
tool that motivates … [users] to achieve their own goals while supporting an organization’s
strategic objectives.” 64
For employees, micro-behavioural change can be an effective tool in creating a better service
experience within the office environment. As outlined in figure 21, this is an important
dynamic for employers in the services industry to consider in relation to the recruitment and
retention of talent. Micro-behavioural change is also a strategy that can help to address areas
such as employee health, higher engagement and motivation, and lower absenteeism, or
sustainability at the workplace – all areas with a huge potential for cost savings.
50%
38%
9%
Highly
important
Important
Same as
today
1% 0%
Somewhat
less
important Not important
at all
2%
N/A
Figure 21: How important is the service experience within the office environment as it relates to your
ability to recruit and retain talent? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
The challenge is combining innovative service design processes with effective Service
Management (see figure 22) in order to create a tighter relationship between buyer and
service provider, or end-user, buyer and service provider?
63 Grönroos, C., ISS 2020 Vision: Future of Service Management, 2016.
64 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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