Essentials of Service Design and Innovation: 3rd Edition

Sampson, Dr. Scott E.

ISBN 10: 1494474379 / ISBN 13: 9781494474379

Published by SES, 2014

About this Item

SES 2014 large paperback 3rd edition. Has neat name plate to fep Otherwise in VERY GOOD CLEAN TIGHT READING ORDER. Full refund if not satisfied. 24 hour dispatch via Tracked. If not pictured in this listing, a scan of the actual book is available on request.

Seller Inventory # mac4049

Bibliographic Details

• Title: Essentials of Service Design and Innovation: 3rd Edition
• Publisher: SES
• Publication Date: 2014
• Language: English
• ISBN 10: 1494474379
• ISBN 13: 9781494474379
• Binding: Soft cover
• Edition: 3rd Edition
• Condition: Very Good
• Seller catalogs:
  • business economics finance

About this title

Synopsis

This is the THIRD edition - an expanded FOURTH edition is available. Services represent the largest portion of economic activity in developed nations, and are likely an important part of your business. Unfortunately, services traditionally have lacked the rigorous design tools we see used in designing physical products. This book describes a simple yet powerful service design tool known as PCN Analysis. The PCN tool will allow you to document and analyze the provider-customer interactions that take place in your business, showing where increased value can be realized by strategically repositioning process elements. This book shows how firms can optimally design service operations to achieve value objectives, and systematically identify innovations that provide competitive advantage.

About the Author

Dr. Scott Sampson is the James M. Passey Professor of Business Management at Brigham Young University (Provo, Utah, U.S.) where he teaches Service Management, Customer Relationship Management, and Supply Chain Management in BYU’s top-tier MBA and undergraduate business programs. Dr. Sampson is a widely regarded expert in the field of service management, and has extensively lectured and consulted on topics relating to service design and innovation. His clients include Fortune 500 companies as well as major universities in the U.S., Europe, and Asia. He is the author of “Understanding Service Businesses” and “Essentials of Service Design and Innovation,” which introduces a new and powerful tool called PCN Analysis. The service design book comes from 20 years of award-winning research in the field. In addition, he has been recognized as the third most prolific publisher of top-tier articles on Service Operations Management, having published articles in Management Science, Operations Research, the Journal of Operations Management, and other leading academic journals.