Designing Service Processes to Unlock Value - Brossura

Field, Joy M.

 
9781953349262: Designing Service Processes to Unlock Value
Brossura
ISBN 10: 1953349269 ISBN 13: 9781953349262
Casa editrice: Business Expert Pr, 2020

Sinossi

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.

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—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.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Editore
Business Expert Pr
Data di pubblicazione
2020
Lingua
Inglese
ISBN 10 
1953349269
ISBN 13 
9781953349262
Rilegatura
Copertina flessibile
Numero edizione
3
Numero di pagine
150
Contatto del produttore
non disponibile
Persona responsabile
gpsr@libri.de
gpsr@libri.de

Friedensallee 273
Hamburg
22763
Germania

Altre edizioni note dello stesso titolo

9781637423332: Designing Service Processes to Unlock Value, Third Edition

Edizione in evidenza

ISBN 10:  1637423330 ISBN 13:  9781637423332
Casa editrice: Business Expert Press, 2020
Rilegato