The changing nature of service

service processesWhy are some self-service options, such as ATMs, more successful than other options, such as self-service retail checkouts? A new book by Carroll School of Management Associate Professor of Operations Management Joy Field takes a look at how technology and other factors are changing the dynamic between service providers and customers and changing the service process design landscape.¬† Listen to Field discuss Designing Service Processes to Unlock Value with Claire O’Leary of BC Libraries.
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