Designing service processes to unlock value /Joy M. Field. (Record no. 73613)

MARC details
000 -LEADER
fixed length control field 03979nam a2200493 i 4500
001 - CONTROL NUMBER
control field 11282896
003 - CONTROL NUMBER IDENTIFIER
control field CaPaEBR
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20240726104638.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 161105s2017 nyu foab 001 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781631573965
Qualifying information
040 ## - CATALOGING SOURCE
Original cataloging agency CaBNVSL
Language of cataloging eng
Description conventions rda
Transcribing agency CaBNVSL
Modifying agency CaBNVSL
050 04 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415
Item number .D475 2017
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Field, Joy M.,
Relator term Author
245 10 - TITLE STATEMENT
Title Designing service processes to unlock value /Joy M. Field.
250 ## - EDITION STATEMENT
Edition statement Second edition.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. New York, New York (222 East 46th Street, New York, NY 10017) :
Name of publisher, distributor, etc. Business Expert Press,
Date of publication, distribution, etc. (c)2017.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (151 pages)
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
347 ## - DIGITAL FILE CHARACTERISTICS
File type data file
Source rda
490 1# - SERIES STATEMENT
Series statement Service systems and innovations in business and society collection,
500 ## - GENERAL NOTE
General note Co-published with The Center for Services Leadership (CSL).
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note
505 00 - FORMATTED CONTENTS NOTE
Formatted contents note 1. Introduction --
Title 2. The changing nature of service processes --
-- 3. Value co-creation in service processes --
-- 4. Knowledge-intensive services --
-- 5. Unlocking capabilities --
-- Notes --
-- References --
-- Index.
520 3# - SUMMARY, ETC.
Summary, etc. 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.
530 ## - COPYRIGHT INFORMATION:
COPYRIGHT INFORMATION COPYRIGHT NOT covered - Click this link to request copyright permission:
Uniform Resource Identifier <a href="b">b</a>
530 ## - COPYRIGHT INFORMATION:
COPYRIGHT INFORMATION
538 ## - SYSTEM DETAILS NOTE
System details note Mode of access: World Wide Web.
538 ## - SYSTEM DETAILS NOTE
System details note System requirements: Adobe Acrobat reader.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Title from PDF title page (viewed on November 5, 2016).
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term customer
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term innovation
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term processes
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term self-service
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term services
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term service inventory
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term service process design
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term service provider
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term value co-creation
856 41 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000541.html">https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000541.html</a>
-- Click here to access this RESOURCE ONLINE | Login using your my.ciu username & password
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type
DONATED BY:
VENDOR Business Expert Press
Classification part HF5415.5
PUBLICATION YEAR (c)2017
LOCATION
REQUESTED BY:
--
-- NFIC
-- Cynthia Snell
902 ## - LOCAL DATA ELEMENT B, LDB (RLIN)
a 1
b Cynthia Snell
c 1
d Cynthia Snell
Holdings
Withdrawn status Lost status Damaged status Not for loan Collection Home library Current library Shelving location Date acquired Source of acquisition Total Checkouts Full call number Barcode Date last seen Uniform Resource Identifier Price effective from Koha item type
        Non-fiction G. Allen Fleece Library G. Allen Fleece Library   03/20/2023 Business Expert Press   HF5415.5 11282896 03/20/2023 https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000541.html 03/20/2023 Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD)