Designing Service Processes to Unlock Value - Couverture souple

Field, Joy M.

 
9781606493045: Designing Service Processes to Unlock Value
Couverture souple
ISBN 10 : 1606493043 ISBN 13 : 9781606493045
Editeur : Business Expert Press, 2012

Synopsis

The service process design landscape is changing, with a much broader range of design options now available. 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. This book explores how service processes can be designed to leverage opportunities for service providers and customers to cocreate value. Inside, you will learn about frameworks for value cocreation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing involvement of customers in performing service tasks, service process outcomes are increasingly dependent on the capabilities of both service providers and customers. You will learn about real approaches to unlocking these capabilities to further boost value cocreation.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Joy M. Field is an associate professor of operations management in the Carroll School of Management at Boston College. She received an MBA, an MS in statistics, and a PhD in operations management from the University of Minnesota. Her work has been published in leading journals such as Academy of Management Journal, Decision Sciences, Journal of Operations Management, Journal of Service Management, Production and Operations Management, and Strategic Management Journal. She is an associate editor for Decision Sciences, Journal of Service Management, and Journal of Service Research.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Business Expert Press
Date d'édition
2012
Langue
anglais
ISBN 10 
1606493043
ISBN 13 
9781606493045
Reliure
Broché
Nombre de pages
137
Coordonnées du fabricant
non disponible
Personne responsable
non disponible

Autres éditions populaires du même titre

9781631573958: Designing Service Processes to Unlock Value

Edition présentée

ISBN 10 :  1631573950 ISBN 13 :  9781631573958
Editeur : Business Expert Press, 2016
Couverture souple