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A New Service Class Scheme for Service Innovation in Japanese Automation Industry Read chapter Read first chapter

2017 | OriginalPaper | Chapter

An Evolving Service System in Microfinance: A Case Study in BRAC, Bangladesh

Authors : Md. Abul Kalam Siddike, Youji Kohda, Monirul Hoque

Published in: Serviceology for Smart Service System

Publisher: Springer Japan

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Abstract

The prime objective of this paper is to propose an evolving service system for cocreation of value in microfinance. Close monitoring and the role of the customer service assistant (CSA) are the key components of this evolving service system. A semi-structured interview strategy was used to elucidate the evolving service system. We conducted 25 interviews with employees of BRAC’s microfinance program, Bangladesh, and its borrowers. The results show that CSA particularly plays a key role in the evolving service system to provide higher financial literacy than before through their professional activities including pre-disbursement orientations and giving 4 days of training to borrowers.

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Metadata
Title
An Evolving Service System in Microfinance: A Case Study in BRAC, Bangladesh
Authors
Md. Abul Kalam Siddike
Youji Kohda
Monirul Hoque
Copyright Year
2017
Publisher
Springer Japan
Book
Serviceology for Smart Service System

Print ISBN: 978-4-431-56072-2

Electronic ISBN: 978-4-431-56074-6

Copyright Year: 2017

DOI
https://doi.org/10.1007/978-4-431-56074-6_19

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