我的購物車 (0)
我的帳號資料
我的訂單紀錄
我的學校教授
我的學校課程

[ Tips ] 一分鐘使用導覽

搜尋 
請輸入欲查詢之關鍵字
 
  進階搜尋
依主題瀏覽 
依商品類型瀏覽 
依出版日期瀏覽 
依作者瀏覽(姓) 
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
V
W
Y
Z
銷售排行榜 
 您所選取的商品項目

> Knowledge-Intensive Services

商品編號: BEP562
出版日期: 2021/01/01
作者姓名:
Field, Joy M.
商品類別: Service management
商品規格: 24p

再版日期:
地域:
產業:
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. Chapter 4 narrows its focus to knowledge-intensive services - services that are centered on information, such as health care, legal services, and technology consulting. Specific challenges that come with knowledge-intensive services are described. Four foundational activities of knowledge-intensive services are identified: service provider information processing, customer information processing, service provider-to-customer information transfer, and customer-to-service provider information transfer. Information processing and information transfer are both essential to creating value. Because of the highly customized aspect of knowledge-intensive services, close collaboration between co-productive efforts of service providers and customers is vital. Service evolves over time as the service encounter progresses; as a result, the contracts between service providers and customers also need to evolve.


涵蓋領域:

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


相關資料: