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Item #:
337005
This is Service Design Thinking: Basics, Tools, Cases
89% of respondents would recommend this to a friend
Item #:
337005
SAR 138
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- How to design and market services to create outstanding customer experiencesService 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 DesignAt 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.
| Publisher | Wiley |
| Publication date | January 11, 2012 |
| Edition | 1st |
| Language | English |
| Print length | 384 pages |
| ISBN-10 | 9781118156308 |
| ISBN-13 | 978-1118156308 |
| Item Weight | 2.31 pounds (1.05 kg) |
| Dimensions | 7.3 x 0.8 x 9.1 inches (18.5 x 2 x 23.1 cm) |
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This is Service Design Thinking: Basics, Tools, Cases
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Research Editorial Review
This book provides a comprehensive overview of service design thinking and includes useful tools and case studies. However, it is poorly written with repetitive language and lacks data to support its bold statements. The ebook version is also disappointing with unreadable images. The overall design of the book is overdone and the paper quality creates glare. Despite these flaws, there are some valuable insights to be found within this book.
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Pros
- Comprehensive overview of service design thinking
- Includes useful tools and case studies
- Describes many useful tools
Cons
- Poorly written with repetitive language
Product Price History
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