STRATEGY - Would You Like Service with That? What do we mean when we talk about good service? Think of customers as existing within a system of experiences, and ask how these experiences work together and support each other. In fact, consider that service design is really an extension of experience design.
| Year of publication: |
2008
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| Authors: | Bedford, Chris ; Lee, Anson |
| Published in: |
Design management review. - Boston, Mass. : DMI, ISSN 1045-7194, ZDB-ID 21505676. - Vol. 19.2008, 1, p. 38-43
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