Service design for business : A practical guide to optimizing the customer experience / Ben Reason, Lavrans Lovlie and Melvin brand flu

By: Reason, Ben | Lovlie, Lavrans | flu, Melvin brandMaterial type: Text

TextPublication details: New Jersey : Wiley, c2016 Description: 189 p. : ill. ; 23 cmISBN: 9788126560066DDC classification: 658.812 REA

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Item type	Current library	Home library	Call number	Status	Date due	Barcode	Item holds
English Lending	Villa College QI Campus	Villa College Library	658.812 REA (Browse shelf(Opens below))	Available		14520

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Contents
Introduction
Chapter 1 Why service design
Chapter 2 Foundations: three critical factors in service design
Chapter 3 The customer story: understanding customers better provides the basis for customer-driven service improvement and innovation
Chapter 4 Business Impact: Designing a service around customer's needs provides a new way to address age-old business challenges
Chapter 5 Organizational challenge: using customer centricity to move your organization forward
Chapter 6 Tools
Acknowledgement
Index

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