designing Service Processes To Unlock Value, Second Edition Paperback -

The Service Process Design Landscape Is Changing, With Many Of The Previous Limitations Disappearing On How And By Whom Services Are DeliveredOpportunities For New Service Design Configurations Are Being Supported, To ALarge Extent, By Technologyenabled Innovations, Many Tasks Previously Performed By The Service Provider May Now Be Performed By Either The Customer Or The Service ProviderAs AResult, Customers Are Playing AMore Active Role In The Service Process, Not Only Through Selfservice But Also Through Providing Information To The Service Provider To Create AMore Personalized Service ExperienceDesigning 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 Cocreate ValueReaders Will Learn About Frameworks For Value Cocreation And Models For Designing All Types Of Service Processes, As Well As The Unique Challenges Of Designing Knowledgeintensive ServicesThe Book Concludes With Approaches To Unlock These Capabilitiesand Further Boost Value CocreationThis Second Edition Includes New And Updated Examples Of Technologyenabled Innovations That Provide Unprecedented Flexibility In Service Process Design And Continue To Transform How Service Providers And Customers Coproduce ServicesAt The Same Time, Readers Will See How These Innovations Can Have Importantand Sometimes Surprisingimpacts On The Nature Of The Benefit And Cost Tradeoffs And Synergies That Determine Value Cocreation'