TY  - BOOK
AU  - Iqbal,Majid
TI  - Thinking in services: encoding and expressing strategy through design 
SN  - 9789063694890 (pbk.) :
AV  - HD9980.5 .I7 2018
U1  - 658.5 IQB 
PY  - 2018///]
CY  - Amsterdam, The Netherlands
PB  - BIS Publishers
KW  - Service industries
KW  - Customer services
KW  - Industrial design
KW  - Business and Management
KW  - ukslc
N1  - Includes bibliographical references and index
N2  - 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
ER  -