Joy M. Field
Designing Service Processes to Unlock Value
Designing Service Processes to Unlock Value
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The service process design landscape is changing,with technology-enabled innovations enabling customers to play a more active role in the service process. 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. It provides 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.
Format: Paperback / softback
Length: 186 pages
Publication date: 30 December 2020
Publisher: Business Expert Press
The service process design landscape is undergoing a significant transformation, with a multitude of the previous limitations being lifted regarding the manner and individuals responsible for delivering services. Technology-enabled innovations are playing a pivotal role in fostering new possibilities for service design configurations, enabling customers and service providers to assume various roles in the service process. As a result, customers are assuming an increasingly active role in the service journey, not only through self-service but also by actively contributing information to enhance the personalized service experience.
In Designing Service Processes to Unlock Value, the author delves into the intricate realm of service process design, exploring how service providers and customers can collaborate to create mutual value. The book provides readers with a comprehensive framework for value co-creation, encompassing models for designing diverse service processes, particularly those that involve knowledge-intensive services. Furthermore, it acknowledges the growing diversity of options for designing service processes and the significance of understanding the capabilities of both service providers and customers in shaping service performance outcomes.
Consequently, the book concludes with practical approaches aimed at unlocking the full potential of these capabilities, ultimately driving value co-creation to new heights. This insightful and comprehensive guide is a valuable resource for professionals, researchers, and students seeking to enhance their understanding of service process design and its impact on customer satisfaction and business success.
ISBN-13: 9781953349262
Edition number: 3 Revised edition
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