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 |