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000952434 020__ $$z9781631573958$$qpaperback
000952434 020__ $$a9781631573965$$qe-book
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000952434 035__ $$a(OCoLC)960977274
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000952434 050_4 $$aHF5415.5$$b.F543 2017
000952434 0820_ $$a658.812$$223
000952434 1001_ $$aField, Joy M.,$$eauthor.
000952434 24510 $$aDesigning service processes to unlock value /$$cJoy M. Field.
000952434 250__ $$aSecond edition.
000952434 264_1 $$aNew York, New York (222 East 46th Street, New York, NY 10017) :$$bBusiness Expert Press,$$c2017.
000952434 300__ $$a1 online resource (151 pages)
000952434 336__ $$atext$$2rdacontent
000952434 337__ $$acomputer$$2rdamedia
000952434 338__ $$aonline resource$$2rdacarrier
000952434 4901_ $$aService systems and innovations in business and society collection,$$x2326-2699
000952434 500__ $$aCo-published with The Center for Services Leadership (CSL).
000952434 504__ $$aIncludes bibliographical references (pages 133-147) and index.
000952434 5050_ $$a1. Introduction -- 2. The changing nature of service processes -- 3. Value co-creation in service processes -- 4. Knowledge-intensive services -- 5. Unlocking capabilities -- Notes -- References -- Index.
000952434 506__ $$aAccess limited to authorized users.
000952434 5203_ $$aThe service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co- creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities--that is, capabilities--of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities-and further boost value co-creation. The 2nd edition of Designing Service Processes to Unlock Value includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important--and sometimes surprising--impacts on the nature of the benefit and cost trade-offs and synergies that determine value co-creation.
000952434 588__ $$aTitle from PDF title page (viewed on November 5, 2016).
000952434 650_0 $$aCustomer services.
000952434 653__ $$acustomer
000952434 653__ $$ainnovation
000952434 653__ $$aprocesses
000952434 653__ $$aself-service
000952434 653__ $$aservices
000952434 653__ $$aservice inventory
000952434 653__ $$aservice process design
000952434 653__ $$aservice provider
000952434 653__ $$avalue co-creation
000952434 655_0 $$aElectronic books
000952434 77608 $$iPrint version:$$z9781631573958
000952434 830_0 $$aService systems and innovations in business and society collection.$$x2326-2699
000952434 852__ $$bebk
000952434 85640 $$3ProQuest Ebook Central Academic Complete $$uhttps://univsouthin.idm.oclc.org/login?url=https://ebookcentral.proquest.com/lib/usiricelib-ebooks/detail.action?docID=4717718$$zOnline Access
000952434 909CO $$ooai:library.usi.edu:952434$$pGLOBAL_SET
000952434 980__ $$aBIB
000952434 980__ $$aEBOOK
000952434 982__ $$aEbook
000952434 983__ $$aOnline