MARC details
| 000 -LEADER |
|---|
| fixed length control field |
03798nam a2200613 i 4500 |
| 001 - CONTROL NUMBER |
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| control field |
10629392 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
CaPaEBR |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20241023114828.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS |
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| fixed length control field |
m eo d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
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| fixed length control field |
cr cn |||m|||a |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
121128s2012 nyu foab 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781606493052 |
| Qualifying information |
|
| 024 7# - OTHER STANDARD IDENTIFIER |
|---|
| Standard number or code |
10.4128/9781606493052 |
| Source of number or code |
doi |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)819661949 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(CaBNVSL)swl00401689 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
CaBNVSL |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
CaBNVSL |
| Modifying agency |
CaBNVSL |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Field, Joy M, |
| Relator term |
|
| 245 10 - TITLE STATEMENT |
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| Title |
Designing service processes to unlock value / |
| Statement of responsibility, etc. |
Joy M. Field. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
1st ed. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
[New York, N.Y.] (222 East 46th Street, New York, NY 10017) : |
| Name of producer, publisher, distributor, manufacturer |
Business Expert Press, |
| Date of production, publication, distribution, manufacture, or copyright notice |
[(c)2012.] |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
1 electronic text (137 pages) : |
| Other physical details |
digital file. |
| 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 |
Part of: 2012 digital library. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
|
| 505 0# - 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 -- |
| -- |
References -- |
| -- |
Index. |
| 506 ## - RESTRICTIONS ON ACCESS NOTE |
|---|
| Terms governing access |
Access restricted to authorized users and institutions. |
| 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 (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. |
| 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 t.p. (viewed on November 28, 2012). |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
services |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
processes |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
innovation |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
service process design |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
service provider |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
customer |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
self-service |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
service inventory |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
value co-creation |
| 655 #0 - INDEX TERM--GENRE/FORM |
|---|
| Genre/form data or focus term |
[genre] |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Relationship information |
Print version: |
| International Standard Book Number |
9781606493045 |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE |
|---|
| Uniform title |
2012 digital library. |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE |
|---|
| Uniform title |
Service systems and innovations in business and society collection. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000153.html">https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000153.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Usage before 2021-2022 |
CIU |
| Koha item type |
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) |
| VENDOR |
Business Expert Press |
| LOCATION |
ONLINE |
| Barecode |
BEP10629392 |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
|---|
| c |
1 |
| d |
Cynthia Snell |