建國科技大學圖書館 |

語系: 繁體中文

說明(常見問題)

圖書館個人資料蒐集告知聲明

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

Designing service processes to unloc...

Field, Joy M.

Designing service processes to unlock value

紀錄類型:	書目-語言資料,印刷品 : 單行本
作者:	FieldJoy M.,
出版地:	New York, NY
出版者:	Business Expert Press;
出版年:	c2021.
版本:	3rd ed.
面頁冊數:	viii, 172 p.23 cm.;
集叢名:	Service systems and innovations in business and society collection
標題:	Customer services. -
摘要註:	"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."--Back cover.
ISBN:	9781953349262
內容註:	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.

Designing service processes to unlock value
Field, Joy M.

Designing service processes to unlock value / Joy M. Field. - 3rd ed.. - New York, NY : Business Expert Press, c2021.. - viii, 172 p. ; 23 cm.. - (Service systems and innovations in business and society collection).
Chapter 1. Introduction.
Includes bibliographical references (p. 151-165) and index..
ISBN 9781953349262ISBN 1953349269
Customer services.

Designing service processes to unlock value
LDR:02553cam a2200265 450 001 393699
010 1 $a 9781953349262 $b pbk. $d NT1028
010 1 $a 1953349269 $b pbk.
010 1 $z 9781953349279 $b ebk.
100 $a 20210910d2021 k y0engy50 b
101 0 $a eng
102 $a us
105 $a y a 001yy
200 1 $a Designing service processes to unlock value $f Joy M. Field.
205 $a 3rd ed.
210 $a New York, NY $c Business Expert Press $d c2021.
215 1 $a viii, 172 p. $d 23 cm.
225 2 $a Service systems and innovations in business and society collection $x 2326-2664
320 $a Includes bibliographical references (p. 151-165) and index.
327 1 $a Chapter 1. Introduction $a Chapter 2. The changing nature of service processes $a Chapter 3. Value co-creation in service processes $a Chapter 4. Knowledge-intensive services $a Chapter 5. Unlocking capabilities.
330 $a "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."--Back cover.
410 0 $1 2001 $a Service systems and innovations in business and society collection.
410 0 $1 2001 $a Service systems and innovations in business and society collection $x 2326-2664
606 $a Customer services. $2 lc $3 130347
676 $a 658.812 $v 23
680 $a HF5415.5 $b .F54 2021
700 1 $a Field $b Joy M. $3 385895
801 0 $a cw $b CTU $c 20210910 $g AACR2