Designing service processes to unlock value
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| Autor principal: | |
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| Formato: | Recurso Electrónico livro electrónico |
| Idioma: | inglês |
| Publicado em: |
[New York, N.Y.] (222 East 46th Street, New York, NY 10017) :
Business Expert Press,
2012.
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| Edição: | 1st ed. |
| Colecção: | 2012 digital library.
Service systems and innovations in business and society collection. |
| Assuntos: | |
| Acesso em linha: | An electronic book accessible through the World Wide Web; click to view |
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| Resumo: | 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. |
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| Descrição do item: | Part of: 2012 digital library. |
| Descrição Física: | 1 electronic text (137 p.) : digital file. Also available in print. |
| Formato: | Mode of access: World Wide Web. System requirements: Adobe Acrobat reader. |
| Bibliografia: | Includes bibliographical references (p. 127-134) and index. |
| ISBN: | 9781606493052 (electronic bk.) |
| Acesso: | Access restricted to authorized users and institutions. |