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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.
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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.
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Designing Service Processes to Unlock Value (Service Systems and Innovations in Business and Society Coll)
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Designing Service Processes to Unlock Value (Paperback or Softback)
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Designing Service Processes To Unlock Value
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Service Process Design for Value Co-creation
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Designing Service Processes to Unlock Value
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Etat : New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Über den AutorJoy M. Field is 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 Mi. N° de réf. du vendeur 448151235
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Designing Service Processes to Unlock Value (Service Systems and Innovations in Business and Society Coll)
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Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - 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. N° de réf. du vendeur 9781606493045
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Designing Service Processes to Unlock Value,
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