TY  - BOOK
AU  - Field,Joy M.
TI  - Designing service processes to unlock value
T2  - Service systems and innovations in business and society collection,
AV  - HF5415.5 .F543 2017
U1  - 658.812 23
PY  - 2017///
CY  - New York, New York (222 East 46th Street, New York, NY 10017)
PB  - Business Expert Press
KW  - Customer services
KW  - customer
KW  - innovation
KW  - processes
KW  - self-service
KW  - services
KW  - service inventory
KW  - service process design
KW  - service provider
KW  - value co-creation
KW  - Electronic books
N1  - Co-published with The Center for Services Leadership (CSL); Includes bibliographical references (pages 133-147) 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 -- Notes -- References -- Index; Access restricted to authorized users and institutions
N2  - 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--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
UR  - https://ebookcentral.proquest.com/lib/aitie/detail.action?docID=4717718
ER  -