Synopsis
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.
"synopsis" may belong to another edition of this title.
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.
"About this title" may belong to another edition of this title.
Other Popular Editions of the Same Title
Search results for This Is Service Design Thinking
Seller Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: Dream Books Co., Denver, CO, U.S.A.
Seller rating 5 out of 5 stars
Condition: acceptable. This copy has clearly been enjoyedâ"expect noticeable shelf wear and some minor creases to the cover. Binding is strong, and all pages are legible. May contain previous library markings or stamps. Seller Inventory # DBV.1118156307.A
Stock Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: Wonder Book, Frederick, MD, U.S.A.
Seller rating 5 out of 5 stars
Condition: As New. Like New condition. A near perfect copy that may have very minor cosmetic defects. Seller Inventory # L20C-02763
Seller Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: Zoom Books Company, Lynden, WA, U.S.A.
Seller rating 5 out of 5 stars
Condition: like_new. Seller Inventory # ZBV.1118156307.LN
Stock Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: HPB-Red, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Good. Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority! Seller Inventory # S_445064527
Seller Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: Goodwill Books, Hillsboro, OR, U.S.A.
Seller rating 5 out of 5 stars
Condition: acceptable. Fairly worn, but readable and intact. If applicable: Dust jacket, disc or access code may not be included. Seller Inventory # 3IITB90007P6_ns
Stock Image
This Is Service Design Thinking : Basics, Tools, Cases
Published by
Wiley & Sons, Incorporated, John, 2012
ISBN 10: 1118156307
ISBN 13: 9781118156308
Used
Softcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Seller Inventory # 6451820-6
Stock Image
This Is Service Design Thinking : Basics, Tools, Cases
Published by
Wiley & Sons, Incorporated, John, 2012
ISBN 10: 1118156307
ISBN 13: 9781118156308
Used
Softcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Very Good. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Seller Inventory # 5513713-75
Stock Image
This Is Service Design Thinking : Basics, Tools, Cases
Published by
Wiley & Sons, Incorporated, John, 2012
ISBN 10: 1118156307
ISBN 13: 9781118156308
Used
Softcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Very Good. Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Seller Inventory # 9201414-75
Seller Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: Goodwill Southern California, Los Angeles, CA, U.S.A.
Seller rating 5 out of 5 stars
Condition: good. Paperback Book. Seller Inventory # LACV.1118156307.G
Stock Image
This is Service Design Thinking: Basics, Tools, Cases
Seller: BooksRun, Philadelphia, PA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. 1. It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting. Seller Inventory # 1118156307-11-1