rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Designing service processes to unlock value
  name:
    name part: Field, Joy M.
    role:
      role term: creator
  type of resource: text
  genre: abstract or summary
  origin info:
    place:
      place term: nyu
    place:
      place term: New York, N.Y.] (222 East 46th Street, New York, NY 10017)
    publisher: Business Expert Press
    date issued: 2012
    edition: 1st ed.
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: electronic resource
    reformatting quality: access
    form: remote
    extent: 1 electronic text (137 p.) : digital file.
  abstract: 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.
  table of 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.
  target audience: specialized
  note: Joy M. Field.
  note: Part of: 2012 digital library.
  note: Access restricted to authorized users and institutions.
  note: Also available in print.
  note: Mode of access: World Wide Web.
  note: System requirements: Adobe Acrobat reader.
  note: Includes bibliographical references (p. 127-134) and index.
  subject:
    topic: Customer services
  subject:
    topic: services
  subject:
    topic: processes
  subject:
    topic: innovation
  subject:
    topic: service process design
  subject:
    topic: service provider
  subject:
    topic: customer
  subject:
    topic: self-service
  subject:
    topic: service inventory
  subject:
    topic: value co-creation
  classification: HF5415.5 .F543 2012
  classification: 658.812
  related item:
    title info:
      title: 2012 digital library
  related item:
    title info:
      title: Service systems and innovations in business and society collection
  identifier: 9781606493052 (electronic bk.)
  identifier: 9781606493045 (pbk.)
  identifier: http://site.ebrary.com/lib/daystar/Doc
  access condition: Access restricted to authorized users and institutions.
  record info:
    record content source: CaBNVSL
    record creation date: 121128
    record change date: 20180830115316.0
    record identifier: ebr10629392