01888nam a2200289 a 4500001000400000003000500004005001700009008004100026020003900067040003400106082002100140245012000161264003500281300004300316504005100359520080700410520001301217650002301230650003401253650002201287650002301309700002201332700002201354942001501376952019401391999001301585982MBIP20250528103911.0241226s2011    njua   e      001 0 eng d  a9781118156308cRM164.32qpaperback  aMBIPbengcMBIPdNFdIZFerda04223a658.812bMAR00aTHIS IS SERVICE DESIGN THINGKING :bBasics, Tools, Cases /c[concept and editing], Marc Stickdorn, Jakob Schneider.  aHoboken, N.J. :bWiley,c2011.  a373 pages. :billustrations. ;c24 cm.  aIncludes bibliographical references and index.  aHow 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.  aBusiness 0aCustomer services. 0aCreative ability in business. 0aLateral thinking. 0aCreative thinking.1 aStickdorn, Marc. 1 aSchneider, Jakob.  2ddccBKn0  00102ddc40708NON-FIC (BK)aMEDINIbMEDINIcGENd2024-12-26eKinokuniya Book Stores (Malaysia) Sdn. Bhd.g164.32l0o658.812 MAR 2011 c.1p00001330r2024-12-26t1v164.32w2024-12-26yBK  c982d982