This Is Service Design Thinking : Basics, Tools, Cases

作者：MarcStickdorn

出版社：Wiley

副标题：Basics,Tools,Cases

出版年：2012-1-11

页数：384

定价：253.00元

装帧：Paperback

ISBN：9781118156308

内容简介
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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.

作者简介
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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.

评论 ······

看的英文版。主要介绍方法和工具。
本科做服务设计项目时的入门书。

An ambitious take to advance the discipline of service design.

为服务设计写的教科书学习体验自然很不错。符号体系和内容组织都特别清晰，在不同作者写作的情况下能够很好地保证内容和结构的统一感。既是入门，也留有很多可以深挖专研的线索。有些遗憾的是案例部分图表不太详实，过程缺乏细节，现在读来也有些缺乏新意。

一般般吧。没什么特别新的观点。

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