Designing Service Processes to Unlock Value

List of Figures

Figure 2.1	Service supply chain
Figure 2.2	Building digital service inventory with customer interaction
Figure 2.3	Positioning of service inventory in an assemble-to-order service process
Figure 3.1	Value co-creation framework
Figure 3.2	Mapping the balanced scorecard perspectives to the value co-creation framework
Figure 3.3	Value co-creation measurement model
Figure 4.1	Information flows in knowledge-intensive services