Designing service processes to unlock value [electronic resource] / Joy M. Field.
By: Field, Joy M.
Material type:
BookSeries: 2012 digital library: ; Service systems and innovations in business and society collection: Publisher: [New York, N.Y.] (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2012Edition: 1st ed.Description: 1 electronic text (137 p.) : digital file.ISBN: 9781606493052 (electronic bk.).Subject(s): Customer services | services | processes | innovation | service process design | service provider | customer | self-service | service inventory | value co-creationGenre/Form: Electronic books.DDC classification: 658.812 Online resources: Click to View Also available in print.| Item type | Current location | Collection | Call number | URL | Copy number | Status | Date due | Item holds |
|---|---|---|---|---|---|---|---|---|
E-book
|
IUKL Library | Subscripti | https://ebookcentral.proquest.com/lib/kliuc-ebooks/detail.action?docID=1048410 | 1 | Available |
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).
There are no comments for this item.