This is Service Design Thinking: Basics, Tools, Cases 服务策划思路:基础知识、工具、案例

This is Service Design Thinking: Basics, Tools, Cases 服务策划思路:基础知识、工具、案例
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作者:
出版社: Wiley
2011-12
版次: 1
ISBN: 9781118156308
定价: 353.00
装帧: 平装
开本: 16开
纸张: 胶版纸
页数: 384页
正文语种: 英语
3人买过
  • HowtodesignandmarketservicestocreateoutstandingcustomerexperiencesServicedesignthinkingisthedesigningandmarketingofservicesthatimprovethecustomerexperience,andtheinteractionsbetweentheserviceprovidersandthecustomers.Ifyouhavetwocoffeeshopsrightnexttoeachother,andeachselltheexactsamecoffeeattheexactsameprice,servicedesigniswhatmakesyouwalkintooneandnottheother.Maybeoneplaysmusicandtheotherdoesn't.Maybeonetakescreditcardsandtheotheriscashonly.Maybeyoulikethelayoutofoneovertheother,oronehasmorecomfortableseating.Maybethestaffatoneisfriendlier,ordrawsfunshapesonthetopoftheirlattes.Allofthesenuancesrelatetoservicedesign.ThisIsServiceDesignThinkingcombinestheknowledgeoftwenty-threeinternationalauthorsandevenmoreonlinecontributorsfromtheglobalservicedesigncommunityandisdividedintothreesections:Basics:outlinesservicedesignthinkingalongfivebasicprinciplesTools:describingavarietyoftoolsandmethodsusedinServiceDesignThinkingCases:vividexamplesfortheintroducedfundamentalswithreal-lifecasestudiesfrom5companiesthatdidinspiringprojectswithinthefieldofServiceDesignAttheend,aone-page"CustomerJourneyCanvas"isincluded,whichcanbeusedtoquicklysketchanyserviceonasinglesheetofpaper—capturingdifferentstakeholderconcerns:e.g.customers,front-linestaffandmanagement. MarcStickdorn(Austria;http://thisisservicedesignthinking.com;www.destinable.com)isco-founderofDestinable,aconsultancyspecializinginservicedesignfortourism,andlecturesaroundtheworldatbusinessanddesignschools.?HeisaprofessorattheManagementCenterInnsbruckinAustria,wherehelecturesonservicedesignandserviceinnovation.?Hismainareasofinterestareservicedesignandstrategicmarketingmanagementparticularlyinatourismcontext.JakobSchneider(Germany)?isagraphicdesignerbasedinGermany. Preface.
  • 内容简介:
    HowtodesignandmarketservicestocreateoutstandingcustomerexperiencesServicedesignthinkingisthedesigningandmarketingofservicesthatimprovethecustomerexperience,andtheinteractionsbetweentheserviceprovidersandthecustomers.Ifyouhavetwocoffeeshopsrightnexttoeachother,andeachselltheexactsamecoffeeattheexactsameprice,servicedesigniswhatmakesyouwalkintooneandnottheother.Maybeoneplaysmusicandtheotherdoesn't.Maybeonetakescreditcardsandtheotheriscashonly.Maybeyoulikethelayoutofoneovertheother,oronehasmorecomfortableseating.Maybethestaffatoneisfriendlier,ordrawsfunshapesonthetopoftheirlattes.Allofthesenuancesrelatetoservicedesign.ThisIsServiceDesignThinkingcombinestheknowledgeoftwenty-threeinternationalauthorsandevenmoreonlinecontributorsfromtheglobalservicedesigncommunityandisdividedintothreesections:Basics:outlinesservicedesignthinkingalongfivebasicprinciplesTools:describingavarietyoftoolsandmethodsusedinServiceDesignThinkingCases:vividexamplesfortheintroducedfundamentalswithreal-lifecasestudiesfrom5companiesthatdidinspiringprojectswithinthefieldofServiceDesignAttheend,aone-page"CustomerJourneyCanvas"isincluded,whichcanbeusedtoquicklysketchanyserviceonasinglesheetofpaper—capturingdifferentstakeholderconcerns:e.g.customers,front-linestaffandmanagement.
  • 作者简介:
    MarcStickdorn(Austria;http://thisisservicedesignthinking.com;www.destinable.com)isco-founderofDestinable,aconsultancyspecializinginservicedesignfortourism,andlecturesaroundtheworldatbusinessanddesignschools.?HeisaprofessorattheManagementCenterInnsbruckinAustria,wherehelecturesonservicedesignandserviceinnovation.?Hismainareasofinterestareservicedesignandstrategicmarketingmanagementparticularlyinatourismcontext.JakobSchneider(Germany)?isagraphicdesignerbasedinGermany.
  • 目录:
    Preface.
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