Designing Service Processes to Unlock Value

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 ...