LEADER 00825nam0-22002891i-450- 001 990008512450403321 005 20070829094209.0 035 $a000851245 035 $aFED01000851245 035 $a(Aleph)000851245FED01 035 $a000851245 100 $a20070518d1974----km-y0itay50------ba 101 0 $aeng 102 $aUS 200 1 $aFrom slavery to freedom$ea history of African Americans$fJohn Hope Franklin 210 $aNew York$cA. A. Knopf$d1974 215 $aXXV, 548 p.$d23 cm 610 0 $aAfroamericani$aStoria 676 $a323.1196073$v21$zita 700 1$aFranklin,$bJohn Hope$0303159 801 0$aIT$bUNINA$gRICA$2UNIMARC 901 $aBK 912 $a990008512450403321 952 $aFondo Usis IX A 7$b15044$fFSPBC 959 $aFSPBC 996 $aFrom slavery to freedom$9732452 997 $aUNINA LEADER 03927nam 2200589 450 001 9910136583103321 005 20180328114318.0 035 $a(CKB)3710000000903221 035 $a(BEP)4717718 035 $a(OCoLC)962207905 035 $a(CaBNVSL)swl00406904 035 $a(MiAaPQ)EBC4717718 035 $a(EXLCZ)993710000000903221 100 $a20161105d2017 fy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $2rdacontent 182 $2rdamedia 183 $2rdacarrier 200 10$aDesigning service processes to unlock value /$fJoy M. Field 205 $aSecond edition. 210 1$aNew York, New York (222 East 46th Street, New York, NY 10017) :$cBusiness Expert Press,$d2017. 215 $a1 online resource (151 pages) 225 1 $aService systems and innovations in business and society collection,$x2326-2699 300 $aCo-published with The Center for Services Leadership (CSL). 311 $a1-63157-395-0 311 $a1-63157-396-9 320 $aIncludes bibliographical references (pages 133-147) and index. 327 $a1. Introduction -- 2. The changing nature of service processes -- 3. Value co-creation in service processes -- 4. Knowledge-intensive services -- 5. Unlocking capabilities -- Notes -- References -- Index. 330 3 $aThe service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co- creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities--that is, capabilities--of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities-and further boost value co-creation. The 2nd edition of Designing Service Processes to Unlock Value includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important--and sometimes surprising--impacts on the nature of the benefit and cost trade-offs and synergies that determine value co-creation. 410 0$aService systems and innovations in business and society collection.$x2326-2699 606 $aCustomer services 608 $aElectronic books. 610 $acustomer 610 $ainnovation 610 $aprocesses 610 $aself-service 610 $aservices 610 $aservice inventory 610 $aservice process design 610 $aservice provider 610 $avalue co-creation 615 0$aCustomer services. 676 $a658.812 700 $aField$b Joy M.$0870311 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910136583103321 996 $aDesigning service processes to unlock value$91942911 997 $aUNINA LEADER 01305nam0-2200409---450 001 990005597710203316 005 20220211144050.0 035 $a000559771 035 $aUSA01000559771 035 $a(ALEPH)000559771USA01 035 $a000559771 100 $a19981214d1965----|||y0itaa50------ba 101 $aita 102 $ait 105 $a0 00||| 200 1 $aTeorie cosmologiche rivali$fH. Bondi ... [et al.]$g[trad. di Cesare Salmaggi] 210 $aTorino$cEinaudi$d1965 215 $a78 p., [8] c. di tav.$cill.$d18 cm 225 2 $aPiccola biblioteca Einaudi$ePBE$v55 300 $aTrad. di: Rival theories of cosmology 410 0$12001$aPiccola biblioteca Einaudi$v55 454 $1001SA0006865$12001$aRival theories of cosmology$fH. Bondi ... [et al].$959080 606 $aCosmologia$xSec. 20.$2F 620 $dTORINO 676 $a113 702 1$aBONDI,$bH. 702 1$aSALMAGGI,$bCesare 801 0$aIT$bSA$c20111219 912 $a990005597710203316 950 0$aDipar.to di Filosofia - Salerno$dDFF.V. TEO (653)$e1772 FIL 951 $aXV.17. 490 (F.V. TEO) (653)$b1772 FIL$cXV.17$d450959 959 $aBK 969 $aFVER 979 $c20121027$lUSA01$h1525 979 $c20121027$lUSA01$h1614 996 $aRival theories of cosmology$959080 997 $aUNISA