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Book Summary
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,
- ISBN-13
- 9781606493045
- Language
- English
- Binding
- Paper Back
- Publisher
- Business Expert Press
- Publishing Date
- 2012-11-05
- Total Pages
- 154
Designing Service Processes to Unlock Value
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Product Specifications
Book Summary
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