Author Field, Joy M
Title Designing service processes to unlock value [electronic resource] / Joy M. Field
Imprint [New York, N.Y.] (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2012
book jacket
Edition 1st ed
Descript 1 electronic text (137 p.) : digital file
Series Service systems and innovations in business and society collection
2012 digital library
Service systems and innovations in business and society collection
Note Part of: 2012 digital library
Includes bibliographical references (p. 127-134) and index
1. Introduction -- 2. The changing nature of service processes -- 3. Value co-creation in service processes -- 4. Knowledge-intensive services -- 5. Unlocking capabilities -- References -- Index
Access restricted to authorized users and institutions
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities (KSAs)-- that is, capabilities--of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities--and further boost value co-creation
Also available in print
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries
Mode of access: World Wide Web
System requirements: Adobe Acrobat reader
Title from PDF t.p. (viewed on November 28, 2012)
Link Print version: 9781606493045
Subject Customer services
services
processes
innovation
service process design
service provider
customer
self-service
service inventory
value co-creation
Electronic books