October 2016
Intermediate to advanced
153 pages
4h 18m
English
Content preview from Designing Service Processes to Unlock Value, Second Edition
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As firms strive to grow their revenues and profits, they increasingly look to services as a source of competitive advantage. Traditional service process designs—where the service provider takes the lead and the customer is the recipient of the service product—have given way to a different paradigm in which the service provider and customer work together to co-create value. Oftentimes this involves the use of innovative technologies that support new ways of delivering services. Service providers who embrace this model are enhancing their competitive position through service processes that provide more value to customers and higher profits to the firm.
But what exactly are service providers and customers doing to unlock the ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.