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> Value Co-Creation in Service Processes

商品編號: BEP561
出版日期: 2021/01/01
作者姓名:
Field, Joy M.
商品類別: Service management
商品規格: 46p

再版日期:
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個案年度: -  

 


商品敘述:

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to use expanding opportunities for customers and service providers to create value together. Frameworks and models are given for designing various kinds of service processes and knowledge-intensive services. The text also takes COVID-19 into account, offering examples of how services adapted during the pandemic. Technology-enabled innovations are also discussed, which provide flexibility in service process design and influence how service providers and customers co-produce services. Readers will learn about the important impacts these service innovations can have on benefit and cost trade-offs and synergies that determine value co-creation. This chapter discusses the overall goal of service process design: to offer a mechanism for unlocking value co-creation. Co-creation is when service providers and customers meet through the service process design and co-create value. Ideas on how to do this are provided. In order to unlock value, benefits, costs, and value calculations need to be understood from the side of the customer and the service provider. These two perspectives are discussed in depth with examples. When thinking about the customer''s perspective, it is important to keep in mind trade-offs and various factors that influence a customer''s assessment of the service experience. With the service provider''s perspective, sources of revenues and costs should be considered. These two perspectives are then combined to co-create value. The service-profit chain is described, and a value co-creation framework is given with examples and diagrams. The three trends discussed in the previous chapter are also incorporated into the framework. The framework focuses on the conceptual side of value, but measuring value is also explored, including the measurement of intangible benefits and costs and various approaches and models to measuring value.


涵蓋領域:

Customer experiences;Process improvement;Product and process design;Service innovation;Service system design;Strategy


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