000			03979nam a2200493 i 4500
001			11282896
003			CaPaEBR
005			20240726104638.0
008			161105s2017 nyu foab 001 0 eng d
020			_a9781631573965 _q((electronic)l(electronic)ctronic)-book
040			_aCaBNVSL _beng _erda _cCaBNVSL _dCaBNVSL
050	0	4	_aHF5415 _b.D475 2017
100	1		_aField, Joy M., _e1
245	1	0	_aDesigning service processes to unlock value /Joy M. Field.
250			_aSecond edition.
260			_aNew York, New York (222 East 46th Street, New York, NY 10017) : _bBusiness Expert Press, _c(c)2017.
300			_a1 online resource (151 pages)
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_adata file _2rda
490	1		_aService systems and innovations in business and society collection,
500			_aCo-published with The Center for Services Leadership (CSL).
504			_a1 (pages 133-147) and index.
505	0	0	_a1. Introduction -- _t2. The changing nature of service processes -- _t3. Value co-creation in service processes -- _t4. Knowledge-intensive services -- _t5. Unlocking capabilities -- _tNotes -- _tReferences -- _tIndex.
520	3		_aThe 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			_a2 _ub
530			_aAlso available in printing.
538			_aMode of access: World Wide Web.
538			_aSystem requirements: Adobe Acrobat reader.
588			_aTitle from PDF title page (viewed on November 5, 2016).
650		0	_aCustomer services.
653			_acustomer
653			_ainnovation
653			_aprocesses
653			_aself-service
653			_aservices
653			_aservice inventory
653			_aservice process design
653			_aservice provider
653			_avalue co-creation
856	4	1	_uhttps://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000541.html _zClick here to access this RESOURCE ONLINE | Login using your my.ciu username & password
942			_c1 _D _eBEP _hHF5415.5 _m(c)2017 _QOB _R _x _8NFIC _dCynthia Snell
999			_c73613 _d73613
902			_a1 _bCynthia Snell _c1 _dCynthia Snell