Designing service processes to unlock value / Joy M. Field.

Format:

Book

Author/Creator:

Field, Joy M., author.

Series:

Service systems and innovations in business and society collection. 2326-2699

Service systems and innovations in business and society collection, 2326-2699

Language:

English

Subjects (All):

Customer services.

Physical Description:

1 online resource (viii, 172 pages)

Edition:

Third edition.

Place of Publication:

New York, New York : Business Expert Press, [2021]

Summary:

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.

Contents:

Chapter 1. Introduction

Chapter 2. The changing nature of service processes

Chapter 3. Value co-creation in service processes

Chapter 4. Knowledge-intensive services

Chapter 5. Unlocking capabilities.

Notes:

Description based on print version record.

Includes bibliographical references (pages 151-165) and index.

ISBN:

9781953349279

1953349277