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Designing Service Processes to Unlock Value
by Joy Field (Author),
Business Expert Press (Publisher)
Product Specifications
Book Description
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,
Book Specifications
ISBN-13 9781606493045
Language English
Binding Paper Back
Publisher Business Expert Press
Publishing Date 2012-11-05
Total Pages 154