Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1156 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Download or read book Service Design Practices for Healthcare Innovation written by Mario A. Pfannstiel and published by Springer Nature. This book was released on 2022-01-19 with total page 536 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating. This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Download or read book This is Service Design Thinking written by Marc Stickdorn and published by Bis Publishers. This book was released on 2012 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.

Download or read book Service Design and Service Thinking in Healthcare and Hospital Management written by Mario A. Pfannstiel and published by Springer. This book was released on 2018-12-28 with total page 535 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Download or read book New Service Development written by James A. Fitzsimmons and published by SAGE. This book was released on 2000 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.

Download or read book Practices and Principles in Service Design written by Qin Han and published by Lulu.com. This book was released on 2010 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Handbook of Service Innovation written by Renu Agarwal and published by Springer. This book was released on 2015-04-08 with total page 858 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service innovation. This book presents service innovation holistically and systemically across various service areas, including health, education, tourism, hospitality, telecommunications, and retail. It addresses contemporary issues through conceptual and applied contributions across industry, academia, and government, providing insights for improved practice and policy making. Featuring cutting-edge research contributions, practical examples, implementations and a select number of case studies across several growth service industries, this book also includes examples of failed service innovation attempts in order to demonstrate a balanced view of the topic and to make clear the pitfalls to be avoided. Culminating in a suggested step-by-step guide to enable service organization’s managers to understand and implement the concepts of service innovation and manage its evolutionary processes effectively, this book will prove a valuable resource to a wide reaching audience including researchers, practitioners, managers, and students who aspire to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation. Includes endorsements from professionals in the field of service innovation.

Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 569 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Download or read book The Palgrave Handbook of Service Management written by Bo Edvardsson and published by Springer Nature. This book was released on 2022-05-24 with total page 1031 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.

Download or read book Designing Better Services written by Francesca Foglieni and published by Springer. This book was released on 2017-09-25 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides accessible, comprehensive guidance on service design and enables practitioners approaching the discipline for the first time to develop the strategic mindset needed to exploit its innovation potential. The opening chapters trace the origins of service design and examine its links with service innovation, as well as its strategic role in service organizations. It then offers step-by-step guidance on tackling a service design project, explaining the main design elements and indications of various useful design tools. It also introduces the topic of evaluation as a support practice in designing or redesigning better services, and providing evidence concerning the value of service design interventions. The third chapter explores how evaluation is currently approached in service design practice through the analysis of a number of case studies. Based on these experiences it extensively discusses evaluation, with a particular focus on service evaluation, and explains its importance in supporting service design and fostering innovation throughout the service design process. Further it describes pragmatic directions for setting up and conducting a service evaluation strategy. The concluding chapter uses an interpretive model to summarize the role evaluation could have in service design practice and focuses on interdisciplinary competences that need to be acquired by service designers in order to address the evolution of the discipline. The novel approach adopted in the book fosters the growing interest in design-driven service innovation and assists in realizing its full potential in both the private and the public sector.

Download or read book Researching Open Innovation In Smes written by Wim Vanhaverbeke and published by World Scientific. This book was released on 2018-02-13 with total page 536 pages. Available in PDF, EPUB and Kindle. Book excerpt: The concept of open innovation (OI) has become a very popular topic during the last decade, with increasing number of SMEs embracing OI practices to gain competitive advantage. This edited volume is a timely opportunity to gather research on OI in SMEs, to investigate how OI is managed and implemented to determine the peculiarities compared to OI management in large companies, and to specify the consequences for future OI research.The book offers insights into the following topics: The state of the art on open innovation in SMEs; adopting open innovation in SMEs; interorganizational networks and innovation ecosystems; sectoral patterns of open innovation in SMEs; and measuring, evaluating and stimulating open innovation in SMEs.

Download or read book Product Service System Design for Sustainability written by Carlo Vezzoli and published by Routledge. This book was released on 2017-09-08 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, based on a huge European and Asian research project, is a state-of-the-art examination of the theory and practice of system innovation through Product-Service System (PSS) design for sustainability from a trans-cultural viewpoint. PSS design incorporates innovative strategies that shift businesses away from simply designing and selling physical products to developing integrated systems of products and services that satisfy human needs. The book provides background, advice and tools for designers interested in sustainable PSSs and has a wealth of case studies for practitioners to digest.

Download or read book Designing for Service written by Daniela Sangiorgi and published by Bloomsbury Publishing. This book was released on 2017-02-23 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.

Download or read book An Anthropology of Services written by Jeanette Blomberg and published by Springer Nature. This book was released on 2022-06-01 with total page 97 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores the possibility for an anthropology of services and outlines a practice approach to designing services. The reader is taken on a journey that Blomberg and Darrah have been on for the better part of a decade from their respective positions helping to establish a services research group within a large global enterprise and an applied anthropology master's program at a Silicon Valley university. They delve into the world of services to understand both how services are being conceptualized today and the possible benefits that might result from taking an anthropological view on services and their design. The authors argue that the anthropological gaze can be useful precisely because it combines attention to details of everyday life with consideration of the larger milieu in which those details make sense. Furthermore, it asks us to reflect upon and assess our own perspectives on that which we hope to understand and change. Central to their exploration is the question of how to conceptualize and engage with the world of services given their heterogeneity, the increasing global importance of the service economy, and the possibilities introduced for an engaged scholarship on service design. While discourse on services and service design can imply something distinctively new, the authors point to parallels with what is known about how humans have engaged with each other and the material world over millennia. Establishing the ubiquity of services as a starting point, the authors go on to consider the limits of design when the boundaries and connections between what can be designed and what can only be performed are complex and deeply mediated. In this regard the authors outline a practice approach to designing that acknowledges that designing involves participating in a social context, that design and use occur in concert, that people populate a world that has been largely built by and with others, and that formal models of services are impoverished representations of human performance. An Anthropology of Services draws attention to the conceptual and methodological messiness of service worlds while providing the reader with strategies for intervening in these worlds for human betterment as complex and challenging as that may be. Table of Contents: Preface / Acknowledgments / Getting Started / From Services to Service Worlds / The Human Condition / Service Concepts / Design and its Limits / Service Design / An anthropology of Services / References / Author Biographies

Download or read book With Design Reinventing Design Modes written by Gerhard Bruyns and published by Springer Nature. This book was released on 2022-11-05 with total page 3580 pages. Available in PDF, EPUB and Kindle. Book excerpt: This collection stems from the International Association of Societies of Design Research (IASDR) congress in 2021, promoting the research of design in its many fields of application. Today's design finds itself at a critical moment where the conventional ‘modes’ of doing, thinking and application are increasingly challenged by the troubled ideology of globalisation, climate change, migration patterns and the rapid restructuring of locally driven manufacturing sectors. The volume presents a selection of papers on state-of-the-art design research work. As rapid technological development has been pushing and breaking new ground in society, the broad field of design is facing many unprecedented changes. In combination with the environmental, cultural, technological, and, crucially, pandemic transitions, design at large is called to fundamentally alter its modes of practice. Beyond the conventional models of conducting research, or developing solutions to ‘wicked’ problems, the recoupling of design with different modes should be seen as an expression to embrace other capacities of thinking, criticisms and productions. This selection of proceedings papers delivers the latest insights into design from a multitude of perspectives, as reflected in the eight thematic modes of the congress ; i.e., [social] , [making] , [business] , [critical], [historical/projective], [impact], [pandemic], and [alternative] with design modes. The book benefits design researchers from both academia and industry who are interested in the latest design research results, as well as in innovative design research methods. In presenting an interesting corpus of design case studies as well as studies of design impact, this comprehensive collection is of relevance to design theorists and students, as well as scholars in related fields seeking to understand how design plays a critical role in their respective domains.

Download or read book OECD Digital Government Studies Digital Government Review of Latin America and the Caribbean Building Inclusive and Responsive Public Services written by OECD and published by OECD Publishing. This book was released on 2023-09-08 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report explores how governments in Latin America and the Caribbean can use digital technology and data to foster responsiveness, resilience and proactiveness in the public sector.

Download or read book Proceedings of the International Conference Theory and Applications in the Knowledge Economy TAKE 2017 written by Blazenka Knezevic and published by Eduardo Tomé. This book was released on 2017-07-08 with total page 739 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword A famous Portuguese Poet once said around one hundred years ago; “before I was born all the words that should save the Humanity had already been written.., the only thing that was missing was to save Humanity.” Fast forward to the 21st century services led and knowledge based economy, and we have myriads of theoretical study about the decisive assets – namely intangibles. Those analysis are made in several perspectives, namely Human Resources, Knowledge Management, Intellectual Capital, and also many sectorial perspectiveslike Trade, Economics, Logistics, Social Policy etc. However, today the question about the applicability of all these studies remains unsolved. So, it like, many of the words that will save the Knowledge Economy have already been written, all we need is to save the Knowledge Economy…Or is it not? The idea behind TAKE Conference was to provide a multidisciplinary forum in which those multiple perspectives will come together. We believe it is a fruitful operation and we intend to continue the exercise in the future. The problem of the relation between theory and practice in the knowledge economy is getting more important and not lessimportant with the development of the BRICS and other nations. TAKE main question will be one of the problems of the 21st century. Following the promising start of TAKE 2016 in Aveiro, Portugal, TAKE 2017 was organized by the Faculty of Economics of Zagreb University, around Prof. Blazenka Knezevic. I would like to thank her and her team for the massive effort in putting TAKE 2017 together. It will be a very nice and memorable conference. I would like also to thank the 5 keynotes, the special sessions and workshop organizes, the authors of the 60 papers and 5 posters, the stream leaders, the reviewers and the sponsors for the efforts. And to the 90 participants from 20 countries: Austria, Bosnia‐Herzegovina, Canada, Croatia, Germany, Hong Kong, Hungary, Netherlands, Mexico, Portugal, Poland, Romania, Russia, South Africa, Serbia, Slovakia, Spain, Thailand, United Kingdom, United States. A special word to Prof. Gaby Neumann from Wildau who organized the Proceedings. Let us make TAKE 2017 a great occasion and help save the knowledge economy a bit. Eduardo Tomé, Conference Chair Zagreb, July 2017