具體描述
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.
用戶評價
##為服務設計寫的教科書學習體驗自然很不錯。符號體係和內容組織都特彆清晰，在不同作者寫作的情況下能夠很好地保證內容和結構的統一感。既是入門，也留有很多可以深挖專研的綫索。有些遺憾的是案例部分圖錶不太詳實，過程缺乏細節，現在讀來也有些缺乏新意。
評分##似乎標記過這本瞭，歸入基礎入門類
評分##理論講的很好，工具部分也很好，和之前實踐的以及理解到的沒有偏差，以後要繼續實踐啊！
評分##理論講的很好，工具部分也很好，和之前實踐的以及理解到的沒有偏差，以後要繼續實踐啊！
評分##iterative four steps : exploration(discover) , creation(concept design) , reflection(prototype) ,implementation . ATONE:actors, touchpoints , offerings, needs, experience. stakeholder maps, service safaris , shadowing, customer journey maps, contextual interview, the 5 why's , cultural probes , mobile ethnography , a day in the life, expectation..
評分##教科書，前半部分還可以。又讀瞭一遍：5 principles，AT-ONE（Actor，touchpoint，offering，need，experience），tool box等。就是太囉嗦瞭
評分##2019.3月在韓國學校圖書館藉看的，不做筆記????，感覺已經忘記內容瞭，需要再看一遍
評分##早兩年看這本書就好瞭，不過這是本教科書，更多的實踐纔能掌握。
評分##早兩年看這本書就好瞭，不過這是本教科書，更多的實踐纔能掌握。
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