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The 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.

Customer services. --- Customer. --- Innovation. --- Processes. --- Self-service. --- Services. --- Service inventory. --- Service process design. --- Service provider. --- Technology. --- Value co-creation.

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This thesis deals with a case study of an application of a cross-selling strategy within the framework of a company in the eCommerce sector. This company, Priority Fulfillment Services (PFS), offers end-to-end eCommerce solution, meaning that any company that wants to develop an eCommerce business has the possibility to outsource to PFS one, several or all of the activities required for an online business. 

For a number of years, we have seen that the sales sector attaches a great importance in cross-selling techniques. Cross-selling is the action of proposing an additional product to the existing customers of the company. Indeed, these techniques have the main advantage of improving the income of a company by increasing the average number of services or products bought by the same consumer. Companies therefore want to develop their relationships with their customer in order to enhance their customer’s value. Today, these techniques are used in many areas such as telecommunication, banking and insurance, healthcare and eCommerce sector. Although many studies have paid attention to cross-selling, few researches focus on the eCommerce sector and on the context of the PFS Company. 

The aim of this thesis is to compare the cross-selling good practices that have been presented and developed in the literature with regard to the financial services sector, with what is currently applied in the PFS Company regarding its cross-selling strategy. Based on these discussions, a number of recommendations will be made to the company.
Then, the second objective of this thesis is to present the project that was setting up upon the integrated internship and which aims at improving the cross-selling process of the company regarding its Project Change Requests (PCRs). PCRs are additional services to the initial state of work. Indeed, the tools developed during this internship have been built to enhance the communication and the sharing of information about PCRs to all the people who are involved in cross-selling activities.

Cross-selling, eCommerce, End-to-End, service provider, customer relationship --- Sciences économiques & de gestion > Gestion de l'entreprise & théorie des organisations

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Remittances are a sizeable source of external financing for developing countries. In the L'Aquila 2009 G8 Summit, leaders pledged to reduce the cost of remittances by half in 5 years (from 10 to 5 percent). Yet, empirically, little is known about what drives the cost of remittances. Using newly gathered data across 119 country corridors, this paper explores the factors that determine the cost of remittances. Considering average costs across all types of institutions, the authors find that corridors with larger numbers of migrants and more competition among remittances service providers exhibit lower costs. By contrast, remittance costs are higher in richer corridors and in corridors with greater bank participation in the remittances market. Comparing results across all banks and all money transfer operators separately, the analysis finds few significant differences. However, estimations for Western Union, a leading player in the remittances business, suggest that this firm's prices are insensitive to competition.

Access to Finance --- Debt Markets --- Developing countries --- Economic Theory and Research --- Finance and Financial Sector Development --- Foreign direct investment --- Government policies --- Health, Nutrition and Population --- Infant --- Infant mortality --- International Conference on Migration --- Level of education --- Macroeconomics and Economic Growth --- Migrant --- Migrants --- Number of migrants --- Policy makers --- Policy Research --- Population Policies --- Progress --- Recipient country --- Remittance --- Remittances --- Rural population --- Service provider --- Service providers

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The growing interdependence of the local and the global demand innovative approaches to human development. Such approaches, the author argues, ought to be based on the emerging ethics of global intelligence, defined as the ability to understand, respond to, and work toward what will benefit all human beings and will support and enrich all life on this planet. As no national or supranational authority can predefine or predetermine it, global intelligence involves long-term, collective learning processes and can emerge only from continuing intercultural research, dialogue, and cooperation. In this book, the author elaborates the basic principles of a new field of intercultural studies, oriented toward global intelligence. He proposes concrete research and educational programs that would help create intercultural learning environments designed to stimulate sustainable human development throughout the world.

Philosophy and psychology of culture --- World history --- Cross-cultural studies --- Multiculturalism --- International education --- Multicultural education --- Education and globalization --- Culture and globalization --- Anthropology --- Social Sciences --- Social & Cultural Anthropology --- Globalization and culture --- Globalization and education --- Intercultural education --- Global education --- Cultural diversity policy --- Cultural pluralism --- Cultural pluralism policy --- Ethnic diversity policy --- Comparison of cultures --- Inter-cultural studies --- Intercultural studies --- Trans-cultural studies --- Transcultural studies --- Government policy --- Globalization --- Education --- Culturally relevant pedagogy --- Intellectual cooperation --- Internationalism --- Social policy --- Anti-racism --- Ethnicity --- Cultural fusion --- Culture --- Ethnology --- Social sciences --- Methodology --- Culturally sustaining pedagogy --- History --- recent history --- modern history --- global intelligence --- glocal --- sustainability --- historiography --- history of the present --- Ethnography --- Internet service provider --- Open access

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This book investigates the convergence between locative, mobile and social media in order to show how people use mobile media for their creative practice—creative writing, photography, video and filmmaking. The central thematic focus of this book explores how mobile media has created new opportunities and contexts for creative practitioners. It draws together creative practice research with non-representational theory and digital ethnography to provide a fresh perspective on the place mobile media has in our everyday creative lives. Fictionalized and semi-fictional vignettes are used to present empirical material taken from fieldnotes and interviews to demonstrate how new forms and genres of art making have arisen because of the affordances of mobile media. The chapters in this volume have been arranged into a sequence according to the kinds of actions that make up various creative practices.

Social media. --- Mobile communication systems. --- Vehicles --- Vehicular communication systems --- User-generated media --- Communication systems --- Communication --- User-generated content --- Radio --- Wireless communication systems --- Communication. --- Culture. --- Technology. --- Digital media. --- Educational technology. --- Media and Communication. --- Social Media. --- Culture and Technology. --- Digital/New Media. --- Technology and Digital Education. --- Applied science --- Arts, Useful --- Science, Applied --- Useful arts --- Science --- Industrial arts --- Material culture --- Cultural sociology --- Culture --- Sociology of culture --- Civilization --- Popular culture --- Communication, Primitive --- Mass communication --- Sociology --- Instructional technology --- Technology in education --- Technology --- Educational innovations --- Instructional systems --- Teaching --- Electronic media --- New media (Digital media) --- Mass media --- Digital communications --- Online journalism --- Social aspects --- Aids and devices --- social media --- cloud computing --- изчисления в облак --- molntjänster --- Cloud-Computing --- mākoņdatošana --- cloudcomputing --- pilvipalvelu --- computação na nuvem --- felhőalapú számítástechnika --- computación en nube --- računalstvo u oblaku --- chmura obliczeniowa --- informatique en nuage --- υπολογιστικό νέφος --- pilvandmetöötlus --- računalništvo v oblaku --- néalríomhaireacht --- debesijos kompiuterija --- fornitur ta' servizzi tal-applikazzjonijiet --- infrastruttura come servizio --- lietojumprogrammas pakalpojuma sniedzējs --- Cloud-Dienst --- ASP --- Hardware-as-a-Service --- platforma jako služba --- platforma kao usluga --- infrastructure sous forme de service --- infrastruktura jako usługa --- hardware como servicio --- hardware bħala servizz --- infraestrutura como serviço --- felhőalapú szolgáltatás --- апаратна част като услуга --- IaaS --- λογισμικό ως υπηρεσία --- hardware jako služba --- Hardware as a Service --- hyrhårdvara --- platforma kā pakalpojums --- piattaforma come servizio --- nuvola informatica --- palvelualustan ulkoistaminen --- software come servizio --- πλατφόρμα ως υπηρεσία --- software como serviço --- platform as a service --- software jako služba --- програмно осигуряване като услуга --- cloudová služba --- néalseirbhísí --- hyrprogram --- infrastruktura kao usluga --- Application Service Provider --- matériel sous forme de service --- infrastructure als een dienst --- softvér ako služba --- etäsovelluspalvelu --- laitteistot palveluna --- oprogramowanie jako usługa --- molnet --- seirbhís bogearra de réir éilimh --- υποδομή ως υπηρεσία --- usługa w chmurze --- alkalmazásszolgáltató --- programska oprema kot storitev --- alkalmazás-szolgáltató --- PaaS --- infrastruttura bħala servizz --- cloudtjeneste --- servizz ta' cloud --- software als een dienst --- iaas-tjänst --- saas-tjänst --- hardware as a service --- platforma kot storitev --- Software as a Service --- fornitore di servizi applicativi --- platforma jako usługa --- servizi nella nuvola --- hardware als een dienst --- Software-as-a-Service --- application service provider --- poskytovatel aplikačních služeb --- mākoņpakalpojums --- услуга в облак --- platform als een dienst --- riistvara kui teenus --- ponudnik programskih storitev --- hardver kao usluga --- felhőszolgáltatás --- logiciel à la demande --- sovelluspalvelu --- инфраструктура като услуга --- service infonuagique --- software bħala servizz --- infrastruktúraszolgáltatás --- HaaS --- tehnična infrastruktura kot storitev --- platformszolgáltatás --- Infrastructure as a Service --- plataforma como serviço --- Infrastructure-as-a-Service --- fornecedor de aplicações --- paas-tjänst --- infraestructura como servicio --- programmatūra kā pakalpojums --- infrastruktūra kā pakalpojums --- service en nuage --- serviço de computação na nuvem --- platforma ako služba --- logiciel sous forme de service --- hardware come servizio --- software as a service --- sovellusvuokrauspalvelun tarjoaja --- plataforma como servicio --- softver kao usluga --- platvorm kui teenus --- SaaS --- Platform as a Service --- datormoln --- υλικό ως υπηρεσία --- υπηρεσία υπολογιστικού νέφους --- cloud service --- service dématérialisé --- pjattaforma bħala servizz --- poskytovateľ aplikačných služieb --- Anwendungsdienstleister --- hardvér ako služba --- matériel à la demande --- serviciu de cloud --- usluga u oblaku --- hardverszolgáltatás --- infraštruktúra ako služba --- rakendusteenuse pakkuja --- servicio en nube --- pružatelji usluga aplikacije --- tietotekniikan resurssipalvelu --- pilveteenus --- proveedor de servicios de aplicaciones --- furnizor al aplicației --- equipamento informático como serviço --- tarkvara kui teenus --- Platform-as-a-Service --- soláthraí seirbhíse feidhmchlár --- software ca serviciu --- infrastruktuur kui teenus --- szoftverszolgáltatás --- clouddienst --- felhő alapú szolgáltatás --- платформа като услуга --- πάροχος υπηρεσιών εφαρμογών --- debesų kompiuterija --- platformă ca serviciu --- storitev v oblaku --- palvelimien ylläpidon ulkoistaminen palveluntarjoajalle --- debesija --- infrastructure à la demande --- verkkosovelluspalvelu --- hardware ca serviciu --- fournisseur d'applications en ligne --- software como servicio --- infrastruktura jako služba --- it-moln --- infrastructură ca serviciu --- servizi cloud --- aparatūra kā pakalpojums --- infrastructure as a service --- etäresurssipalvelu --- informatique dématérialisée --- доставчик на услуги, свързани с приложения --- médias sociaux --- sociální média --- обществени медии --- друштвени медиуми --- soziale Medien --- medios sociales --- družbeni mediji --- sociālie mediji --- media sociais --- sosiaalisen median väline --- media społecznościowe --- na meáin shóisialta --- sociala medier --- sociale medier --- közösségi média --- sociale media --- μέσα κοινωνικής δικτύωσης --- društveni mediji --- sotsiaalmeedia --- sociálne médiá --- media soċjali --- media sociali --- mijloace de comunicare sociale --- socialinė žiniasklaida --- mjetet e komunikimit social --- друштвени медији --- social network --- дружбени медиуми --- média social --- platformă (de comunicare) socială --- réseaux sociaux --- midja soċjali --- mezzi ta' komunikazzjoni soċjali --- sociālie plašsaziņas līdzekļi --- suhtlusmeedia --- ühismeedia --- sociální médium --- socialiniai tinklai --- rede social --- media sociale --- μέσο κοινωνικής δικτύωσης --- réseau social --- platforma społecznościowa --- Social Media --- družbeni medij --- medium soċjali --- socialt netværk --- sociálne médium --- redes sociales --- друштвена мрежа --- mezzi tax-xandir soċjali --- közösségi médium --- социјални медиуми --- social medium --- обществена медия --- социална мрежа --- sosiaalinen media --- медиуми за општење --- redes sociais