Designing Service Processes to Unlock Value

Field, Joy M.

ISBN 10: 1953349269 / ISBN 13: 9781953349262

Published by Business Expert Pr, 2020

Seller Inventory # 42547524-n

Synopsis:

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.

About the Author: Joy M. Field is an associate professor of operations management in the Carroll School of Management at Boston College, USA.

Bibliographic Details

Title: Designing Service Processes to Unlock Value
Publisher: Business Expert Pr
Publication Date: 2020
Binding: Soft cover
Condition: New
Edition: 3rd Edition