Designing service processes to unlock value /
Field, Joy M,
Designing service processes to unlock value / Joy M. Field. - 1st ed. - 1 electronic text (137 pages) : digital file. - Service systems and innovations in business and society collection . - 2012 digital library. Service systems and innovations in business and society collection. .
Part of: 2012 digital library.
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.
Mode of access: World Wide Web.
System requirements: Adobe Acrobat reader.
9781606493052
10.4128/9781606493052 doi
Customer services.
services processes innovation service process design service provider customer self-service service inventory value co-creation
[genre]
HF5415.5
Designing service processes to unlock value / Joy M. Field. - 1st ed. - 1 electronic text (137 pages) : digital file. - Service systems and innovations in business and society collection . - 2012 digital library. Service systems and innovations in business and society collection. .
Part of: 2012 digital library.
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.
Mode of access: World Wide Web.
System requirements: Adobe Acrobat reader.
9781606493052
10.4128/9781606493052 doi
Customer services.
services processes innovation service process design service provider customer self-service service inventory value co-creation
[genre]
HF5415.5