000 | 03798nam a2200613 i 4500 | ||
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001 | 10629392 | ||
003 | CaPaEBR | ||
005 | 20241023114828.0 | ||
006 | m eo d | ||
007 | cr cn |||m|||a | ||
008 | 121128s2012 nyu foab 001 0 eng d | ||
020 |
_a9781606493052 _qelectronic bk. |
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024 | 7 |
_a10.4128/9781606493052 _2doi |
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035 | _a(OCoLC)819661949 | ||
035 | _a(CaBNVSL)swl00401689 | ||
040 |
_aCaBNVSL _beng _erda _cCaBNVSL _dCaBNVSL |
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050 | 4 | _aHF5415.5 | |
100 | 1 |
_aField, Joy M, _eauthor |
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245 | 1 | 0 |
_aDesigning service processes to unlock value / _cJoy M. Field. |
250 | _a1st ed. | ||
264 | 1 |
_a[New York, N.Y.] (222 East 46th Street, New York, NY 10017) : _bBusiness Expert Press, _c[(c)2012.] |
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300 |
_a1 electronic text (137 pages) : _bdigital file. |
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336 |
_atext _btxt _2rdacontent |
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337 |
_acomputer _bc _2rdamedia |
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338 |
_aonline resource _bcr _2rdacarrier |
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347 |
_adata file _2rda |
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490 | 1 | _aService systems and innovations in business and society collection | |
500 | _aPart of: 2012 digital library. | ||
504 | _aIncludes bibliographical references (pages 127-134) and index. | ||
505 | 0 |
_a1. Introduction -- _t2. The changing nature of service processes -- _t3. Value co-creation in service processes -- _t4. Knowledge-intensive services -- _t5. Unlocking capabilities -- _tReferences -- _tIndex. |
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506 | _aAccess restricted to authorized users and institutions. | ||
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 (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 |
_a2 _ub |
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530 | _aAlso available in printing. | ||
538 | _aMode of access: World Wide Web. | ||
538 | _aSystem requirements: Adobe Acrobat reader. | ||
588 | _aTitle from PDF t.p. (viewed on November 28, 2012). | ||
650 | 0 | _aCustomer services. | |
653 | _aservices | ||
653 | _aprocesses | ||
653 | _ainnovation | ||
653 | _aservice process design | ||
653 | _aservice provider | ||
653 | _acustomer | ||
653 | _aself-service | ||
653 | _aservice inventory | ||
653 | _avalue co-creation | ||
655 | 0 | _a[genre] | |
776 | 0 | 8 |
_iPrint version: _z9781606493045 |
830 | 0 | _a2012 digital library. | |
830 | 0 | _aService systems and innovations in business and society collection. | |
856 | 4 | 0 | _uhttps://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000153.html |
942 |
_2lcc _bCIU _cOB _eBEP _QOL _zBEP10629392 |
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999 |
_c73614 _d73614 |
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902 |
_c1 _dCynthia Snell |