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    This is Service Design Thinking: Basics, Tools, Cases (Paperback) By (author) Marc Stickdorn, By (author) Jakob Schneider

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    DescriptionHow 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.

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  • Full bibliographic data for This is Service Design Thinking

    This is Service Design Thinking
    Basics, Tools, Cases
    Authors and contributors
    By (author) Marc Stickdorn, By (author) Jakob Schneider
    Physical properties
    Format: Paperback
    Number of pages: 384
    Width: 186 mm
    Height: 232 mm
    Thickness: 26 mm
    Weight: 800 g
    ISBN 13: 9781118156308
    ISBN 10: 1118156307

    Warengruppen-Systematik des deutschen Buchhandels: 27820
    BIC E4L: BUS
    B&T Merchandise Category: GEN
    B&T Book Type: NF
    Nielsen BookScan Product Class 3: S4.2
    B&T Modifier: Academic Level: 05
    BIC subject category V2: KJC
    LC classification: HF
    B&T General Subject: 180
    Ingram Subject Code: BE
    DC22: 658
    Libri: I-BE
    Abridged Dewey: 658
    BISAC V2.8: BUS043000
    B&T Approval Code: A48760000
    BISAC V2.8: BUS070080
    LC subject heading:
    BISAC V2.8: BUS041000, BUS018000
    DC23: 658
    BIC subject category V2: KJBIC2ST1
    Edition statement
    Illustrations note
    Illustrations (some col.)
    John Wiley & Sons Inc
    Imprint name
    John Wiley & Sons Inc
    Publication date
    09 March 2012
    Publication City/Country
    New York
    Author Information
    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.