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.

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—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.

About the Author

Joy M. Field is an associate professor of operations management in the Carroll School of Management at Boston College. She received an MBA, an MS in statistics, and a PhD in operations management from the University of Minnesota. Her work has been published in leading journals such as Academy of Management Journal, Decision Sciences, Journal of Operations Management, Journal of Service Management, Production and Operations Management, and Strategic Management Journal. She is an associate editor for Decision Sciences, Journal of Service Management, and Journal of Service Research.

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