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Designing Service Processes to Unlock Value by Joy M. Field

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List of Boxes

Box 2.1 

Check-In Kiosks Coming to Your Healthcare Provider

Box 2.2

Software Support for Text Analytics

Box 2.3

Shinsei Bank Trains Its … Customers

Box 2.4

Super-Service with Remote Monitoring

Box 3.1

Incorporating Customer Waiting Time into Value Calculations

Box 3.2

Value Co-creation in Customer-Intensive Services

Box 3.3

Steps for Designing Service Processes to Unlock Value Co-creation 73

Box 3.4

Lucky Dragon Mobile Visa Consultants

Box 3.5

Power by the Hour: Performance-Based Contracting for After-Sales Support Services

Box 4.1

The High Costs of National Security

Box 4.2

Designing Knowledge-Intensive Service Processes

Box 5.1

Unlocking Customer Capabilities Through Field Support Services

Box 5.2

“True ...

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