Thinking in services : encoding and expressing strategy through design /
Iqbal, Majid,
Thinking in services : encoding and expressing strategy through design / Majid Iqbal. - Amsterdam, The Netherlands : BIS Publishers, [2018] - 239 pages : illustrations (black and white, and colour) ; 23 cm
Includes bibliographical references and index.
The services sector is expanding faster than ever, and along with it new modes of failure arise, exposing us to unexpected costs and risks. Even the simplest of services are dynamic and complex in the way supply meets demand to fulfill a promise. Therefore, when they fail to meet expectations despite the human-centredness of their design, we are surprised. That's often because their design is superficial. This book is about having new eyes and new perspectives for understanding and exploring the universe of services with a certain kind of curiosity and imagination.
9789063694890 (pbk.) : £29.95
Service industries.
Customer services.
Industrial design.
Business and Management.
HD9980.5 / .I7 2018
658.5 IQB
Thinking in services : encoding and expressing strategy through design / Majid Iqbal. - Amsterdam, The Netherlands : BIS Publishers, [2018] - 239 pages : illustrations (black and white, and colour) ; 23 cm
Includes bibliographical references and index.
The services sector is expanding faster than ever, and along with it new modes of failure arise, exposing us to unexpected costs and risks. Even the simplest of services are dynamic and complex in the way supply meets demand to fulfill a promise. Therefore, when they fail to meet expectations despite the human-centredness of their design, we are surprised. That's often because their design is superficial. This book is about having new eyes and new perspectives for understanding and exploring the universe of services with a certain kind of curiosity and imagination.
9789063694890 (pbk.) : £29.95
Service industries.
Customer services.
Industrial design.
Business and Management.
HD9980.5 / .I7 2018
658.5 IQB