The Resource Designing service processes to unlock value, Joy M. Field, (ebook)

Designing service processes to unlock value, Joy M. Field, (ebook)

Label
Designing service processes to unlock value
Title
Designing service processes to unlock value
Statement of responsibility
Joy M. Field
Creator
Contributor
Subject
Genre
Language
eng
Summary
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
Member of
Additional physical form
Also available in print.
Cataloging source
MiAaPQ
http://library.link/vocab/creatorName
Field, Joy M
Dewey number
658.812
Index
index present
LC call number
HF5415.5
LC item number
.F543 2012
Literary form
non fiction
Nature of contents
  • dictionaries
  • abstracts summaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
NC Live eBook Central
Series statement
Service systems and innovations in business and society collection
http://library.link/vocab/subjectName
Customer services
Target audience
specialized
Label
Designing service processes to unlock value, Joy M. Field, (ebook)
Link
https://ebookcentral.proquest.com/lib/cmlibrary-ebooks/detail.action?docID=1048410
Instantiates
Publication
Note
Part of: 2012 digital library
Bibliography note
Includes bibliographical references (p. 127-134) and index
Color
multicolored
Contents
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
Dimensions
unknown
Edition
1st ed.
Extent
1 electronic text (137 p.)
File format
multiple file formats
Form of item
online
Governing access note
Access restricted to authorized users and institutions
Isbn
9781606493052
Isbn Type
(electronic bk.)
Other control number
10.4128/9781606493052
Other physical details
digital file.
Reformatting quality
access
Reproduction note
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Specific material designation
remote
System control number
  • EBC1048410
  • (OCoLC)819661949
  • (CaBNVSL)swl00401689
  • (MiAaPQ)EBC1048410
  • (Au-PeEL)EBL1048410
  • (CaPaEBR)ebr10629392
  • (CaONFJC)MIL420756
  • (OCoLC)852756228
System details
  • Mode of access: World Wide Web
  • System requirements: Adobe Acrobat reader
Label
Designing service processes to unlock value, Joy M. Field, (ebook)
Link
https://ebookcentral.proquest.com/lib/cmlibrary-ebooks/detail.action?docID=1048410
Publication
Note
Part of: 2012 digital library
Bibliography note
Includes bibliographical references (p. 127-134) and index
Color
multicolored
Contents
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
Dimensions
unknown
Edition
1st ed.
Extent
1 electronic text (137 p.)
File format
multiple file formats
Form of item
online
Governing access note
Access restricted to authorized users and institutions
Isbn
9781606493052
Isbn Type
(electronic bk.)
Other control number
10.4128/9781606493052
Other physical details
digital file.
Reformatting quality
access
Reproduction note
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Specific material designation
remote
System control number
  • EBC1048410
  • (OCoLC)819661949
  • (CaBNVSL)swl00401689
  • (MiAaPQ)EBC1048410
  • (Au-PeEL)EBL1048410
  • (CaPaEBR)ebr10629392
  • (CaONFJC)MIL420756
  • (OCoLC)852756228
System details
  • Mode of access: World Wide Web
  • System requirements: Adobe Acrobat reader

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