This is Service Design Thinking: Basics, Tools, Cases

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		This is Service Design Thinking: Basics, Tools, Cases
		This is Service Design Thinking: Basics, Tools, Cases

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 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 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.

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.

网友对This is Service Design Thinking: Basics, Tools, Cases的评论

亚马逊发过来书籍裂了一个缺口，不过问题不大，不想换了。书挺好的，设计很用心，语言浅显易懂，读起来一点也不累，这点来讲国内和国外的差距不是一般的大。内容大致浏览了一下，都是基础的东西，属于入门级的书，相对来讲，价格有点贵，不过挺全面的，有理论，有工具，有案例。国外发展了很多年的东西，中国才刚刚起步，相信会是以后的发展方向。寒假在家仔细看看。

书本很贊，从装帧，纸张质量，编排，到内容。值得为此付费，200大元。

有理论，有案例，对得起价格

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