by Marc Stickdorn and Jakob Schneider
| Publisher | John Wiley And Sons Ltd |
| Language | English |
| Book type | Paperback |
| Utgiven | 2012-03-09 |
| Edition | 2 |
| More editions | |
| Pages | 384 |
| ISBN | 9781118156308 |
| Kategori(er) |
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 principlesTools: describing a variety of tools and methods used in Service Design ThinkingCases: 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.
So far, we have reused
2
5
0
5
7
9
3
books.
Sweden's friendliest and environmental friendliest bookshop with the lowest priced textbooks.
This is our ambition, and we do what it takes to get there. We are here to help students to save and earn money on their textbooks while we at the same time save the environment. We were started in 2005 by two students and have since strived to constantly make it easier to buy and sell used textbooks for as many as possible.
Subscribe to receive our best student tips, offers and promotions.
Read more about how we handle personal data in our privacy policy.
| Bookshop | Today | Tomorrow |
|---|---|---|
| Göteborg | 10:00 - 16:00 | Closed |
| Karlstad | 10:00 - 15:00 | Closed |
| Linköping | 10:00 - 15:00 | Closed |
| Lund | 10:00 - 15:00 | Closed |
| Malmö | 10:00 - 15:00 | Closed |
| Örebro | 10:00 - 16:00 | Closed |
| Stockholm | 10:00 - 15:00 | Closed |
| Umeå | 10:00 - 15:00 | Closed |
| Uppsala | 10:00 - 15:00 | Closed |
| Växjö | 10:00 - 14:00 | Closed |
