Designing service processes to unlock value (Record no. 197475)

MARC details
000 -LEADER
fixed length control field 03581nam a2200541 a 4500
001 - CONTROL NUMBER
control field ebr10629392
003 - CONTROL NUMBER IDENTIFIER
control field CaPaEBR
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20180830115316.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS
fixed length control field m eo d
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr cn |||m|||a
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 121128s2012 nyu foab 001 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781606493052 (electronic bk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Canceled/invalid ISBN 9781606493045 (pbk.)
024 7# - OTHER STANDARD IDENTIFIER
Standard number or code 10.4128/9781606493052
Source of number or code doi
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)819661949
035 ## - SYSTEM CONTROL NUMBER
System control number (CaBNVSL)swl00401689
040 ## - CATALOGING SOURCE
Original cataloging agency CaBNVSL
Transcribing agency CaBNVSL
Modifying agency CaBNVSL
050 #4 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.5
Item number .F543 2012
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
Edition number 23
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Field, Joy M.
245 10 - TITLE STATEMENT
Title Designing service processes to unlock value
Medium [electronic resource] /
Statement of responsibility, etc. Joy M. Field.
250 ## - EDITION STATEMENT
Edition statement 1st ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. [New York, N.Y.] (222 East 46th Street, New York, NY 10017) :
Name of publisher, distributor, etc. Business Expert Press,
Date of publication, distribution, etc. 2012.
300 ## - PHYSICAL DESCRIPTION
Extent 1 electronic text (137 p.) :
Other physical details digital file.
490 1# - SERIES STATEMENT
Series statement Service systems and innovations in business and society collection
500 ## - GENERAL NOTE
General note Part of: 2012 digital library.
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographical references (p. 127-134) and index.
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note 1. Introduction -- 2. The changing nature of service processes -- 3. Value co-creation in service processes -- 4. Knowledge-intensive services -- 5. Unlocking capabilities -- References -- Index.
506 1# - RESTRICTIONS ON ACCESS NOTE
Terms governing access Access restricted to authorized users and institutions.
520 3# - SUMMARY, ETC.
Summary, etc. 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 (KSAs)-- 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.
530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE
Additional physical form available note Also available in print.
538 ## - SYSTEM DETAILS NOTE
System details note Mode of access: World Wide Web.
538 ## - SYSTEM DETAILS NOTE
System details note System requirements: Adobe Acrobat reader.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Title from PDF t.p. (viewed on November 28, 2012).
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term services
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term processes
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term innovation
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term service process design
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term service provider
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term customer
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term self-service
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term service inventory
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term value co-creation
776 08 - ADDITIONAL PHYSICAL FORM ENTRY
Relationship information Print version:
International Standard Book Number 9781606493045
830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE
Uniform title 2012 digital library.
830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE
Uniform title Service systems and innovations in business and society collection.
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="http://site.ebrary.com/lib/daystar/Doc?id=10629392">http://site.ebrary.com/lib/daystar/Doc?id=10629392</a>
Public note An electronic book accessible through the World Wide Web; click to view

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