Acknowledgments

No project is ever truly a solo effort, and I would like to thank everyone who has helped and encouraged me along the way.

First, thanks to Scott Isenberg from Business Expert Press, who suggested I write a book on a topic I am passionate about, which is how I came to write Designing Service Processes to Unlock Value. Scott fielded my many questions and assuaged my concerns during the process.

My colleagues Linda Boardman Liu and Mark Davis and my husband Richard Field read the book from cover to cover and provided constructive feedback and ideas for improvement. They were enthusiastic supporters of this project, for which I am extremely grateful.

I also want to acknowledge the role my students played in the writing of this third ...

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