TY  - BOOK
AU  - Field,Joy M
TI  - Designing service processes to unlock value
T2  - Service systems and innovations in business and society collection
SN  - 9781606493052
AV  - HF5415.5 
PY  - 2012///.]
CY  - [New York, N.Y.] (222 East 46th Street, New York, NY 10017)
PB  - Business Expert Press
KW  - Customer services
KW  - services
KW  - processes
KW  - innovation
KW  - service process design
KW  - service provider
KW  - customer
KW  - self-service
KW  - service inventory
KW  - value co-creation
KW  - [genre]
N1  - Part of: 2012 digital library; Includes bibliographical references (pages 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; 2; b; Also available in printing
N2  - 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
UR  - https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000153.html
ER  -