TY  - BOOK
AU  - Stickdorn,Marc
AU  - Schneider,Jakob
TI  - THIS IS SERVICE DESIGN THINGKING: Basics, Tools, Cases 
SN  - 9781118156308
U1  - 658.812 23
PY  - 2011///
CY  - Hoboken, N.J.
PB  - Wiley
KW  - Customer services
KW  - Creative ability in business
KW  - Lateral thinking
KW  - Creative thinking
N1  - Includes bibliographical references and index
N2  - 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
ER  -