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This is Service Design Thinking
Basics, Tools, Cases
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This is Service Design Thinking
$7999
Unit price
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Unavailable
Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers.
Book Hero Magic formatted this description to make it easier to read. While it's new and
still learning, it may not be perfect - your
feedback is welcome!
Description
How to design and market services to create outstanding customer experiences
Service design thinking is the designing and marketing of services that improve the customer experience and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design.
This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections:
- Basics: outlines service design thinking along five basic principles
- Tools: describing a variety of tools and methods used in Service Design Thinking
- Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design
At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.
Book Details
INFORMATION
ISBN: 9781118156308
Publisher: John Wiley & Sons Inc
Format: Paperback / softback
Date Published: 09 March 2012
Country: United States
Imprint: John Wiley & Sons Inc
Audience: General / adult
DIMENSIONS
Spine width: 18.0mm
Width: 185.0mm
Height: 231.0mm
Weight: 771g
Pages: 384
About the Author
Marc Stickdorn (Austria; http://thisisservicedesignthinking.com; www.destinable.com) is co-founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools. He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation. His main areas of interest are service design and strategic marketing management particularly in a tourism context. Jakob Schneider (Germany) is a graphic designer based in Germany.
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