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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Designing Service Processes to Unlock Value (Paperback, 2nd Revised edition)
Loot Price: R486
Discovery Miles 4 860
You Save: R40
(8%)
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Designing Service Processes to Unlock Value (Paperback, 2nd Revised edition)
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List price R526
Loot Price R486
Discovery Miles 4 860
You Save R40 (8%)
Expected to ship within 10 - 15 working days
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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 through
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. The book concludes with approaches to
unlock these capabilities-and further boost value Co-Creation. This
second edition includes new and updated examples of
technology-enabled innovations that provide unprecedented
flexibility in service process design and continue to transform how
service providers and customers co-produce services. At the same
time, readers will see how these innovations can have important-and
sometimes surprising-impacts on the nature of the benefit and cost
tradeoffs and synergies that determine value Co-Creation.
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