01694nam a2200277 a 4500 982 MBIP 20250528103911.0 241226s2011 njua e 001 0 eng d 9781118156308 RM164.32 paperback MBIP eng MBIP NF IZF rda 23 658.812 MAR THIS IS SERVICE DESIGN THINGKING : Basics, Tools, Cases / [concept and editing], Marc Stickdorn, Jakob Schneider. Hoboken, N.J. : Wiley, 2011. 373 pages. : illustrations. ; 24 cm. Includes bibliographical references and index. 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. Business Customer services. Creative ability in business. Lateral thinking. Creative thinking. Stickdorn, Marc. Schneider, Jakob. ddc BK 0 0 0 ddc 0 0 NON-FIC (BK) MEDINI MEDINI GEN 2024-12-26 Kinokuniya Book Stores (Malaysia) Sdn. Bhd. 164.32 0 658.812 MAR 2011 c.1 00001330 2024-12-26 1 164.32 2024-12-26 BK 982 982