December 2020
Intermediate to advanced
186 pages
4h 55m
English
Content preview from Designing Service Processes to Unlock Value, Third Edition
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AI. See Artificial intelligence
Airbnb, 27
Albertson’s, 7
Amazon Fresh, 2
Artificial intelligence (AI), 18, 20, 25, 27, 28, 30, 63
ATMs. See Automatic teller machines
Automatic teller machines (ATMs), 3–8
Balanced scorecard approach, 93–95
Banking services, customers as innovators, 142
BeeToken, 27
Best Buy, 147
Big Data, 133
Big Y, 7
Blue Apron, 2
Business-to-business (B2B) services, 60
Business-to-customer (B2C) services, 60
Capabilities, unlocking
of customer, service providers, 134–138
integrating resources to, 148–149
of service providers, customers, 138–143
setting task boundary, 149
strategy, 148
self-reinforcing ...
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