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005    20121127154846.0 
006    m     o  d |       
007    cr cn |||m|||a 
008    121128s2012    nyu    foab   001 0 eng d 
020    9781606493052 (electronic bk.) 
020    |z9781606493045 (pbk.) 
024 7  10.4128/9781606493052|2doi 
035    (OCoLC)819661949 
035    (CaBNVSL)swl00401689 
035    (MiAaPQ)EBC1048410 
035    (Au-PeEL)EBL1048410 
035    (CaPaEBR)ebr10629392 
035    (CaONFJC)MIL420756 
035    (OCoLC)852756228 
040    MiAaPQ|cMiAaPQ|dMiAaPQ 
050  4 HF5415.5|b.F543 2012 
082 04 658.812|223 
100 1  Field, Joy M 
245 10 Designing service processes to unlock value|h[electronic 
       resource] /|cJoy M. Field 
250    1st ed 
260    [New York, N.Y.] (222 East 46th Street, New York, NY 
       10017) :|bBusiness Expert Press,|c2012 
300    1 electronic text (137 p.) :|bdigital file 
490 1  Service systems and innovations in business and society 
500    Part of: 2012 digital library 
504    Includes bibliographical references (p. 127-134) and index
505 0  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 
506    Access restricted to authorized users and institutions 
520 3  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 
530    Also available in print 
533    Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. 
       Available via World Wide Web. Access may be limited to 
       ProQuest affiliated libraries 
538    Mode of access: World Wide Web 
538    System requirements: Adobe Acrobat reader 
588    Title from PDF t.p. (viewed on November 28, 2012) 
650  0 Customer services 
653    services 
653    processes 
653    innovation 
653    service process design 
653    service provider 
653    customer 
653    self-service 
653    service inventory 
653    value co-creation 
655  4 Electronic books 
776 08 |iPrint version:|z9781606493045 
830  0 2012 digital library 
830  0 Service systems and innovations in business and society 
856 40 |uhttps://ebookcentral.proquest.com/lib/sinciatw/
       detail.action?docID=1048410|zClick to View