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04408nam a2200781 4500 |
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ocn922970973 |
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OCoLC |
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20170124072724.3 |
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m o d |
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151005s2016 nju o 001 0 eng |
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|a 2015038621
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|a DLC
|b eng
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|a 9781118988947 (epub)
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|a 1118988949 (epub)
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|a 9781118988930 (pdf)
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|a 1118988930 (pdf)
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|z 9781118988923 (cloth)
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|a 9781119176541
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|a FB71E088-0C2A-4467-BF58-885DC74E317E
|b OverDrive, Inc.
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|a 658.8/12
|2 23
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| 049 |
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|a MAIN
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| 100 |
1 |
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|a Reason, Ben,
|d 1972-
|e author.
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| 245 |
1 |
0 |
|a Service design for business :
|b a practical guide to optimizing the customer experience /
|c Ben Reason, Lavrans Løvlie, Melvin Brand Flu.
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| 264 |
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1 |
|a Hoboken, New Jersey :
|b John Wiley & Sons, Inc.,
|c [2016]
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| 300 |
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|a 1 online resource.
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| 336 |
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|a text
|2 rdacontent
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|a computer
|2 rdamedia
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|a online resource
|2 rdacarrier
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|a Includes index.
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|a Description based on print version record and CIP data provided by publisher.
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0 |
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|a Title Page; Copyright; Table of Contents; Introduction; Who This Book Is For; How to Navigate This Book; Chapter 1: Why Service Design; Three Trends That Make Service Design Relevant Today; Use Service Design to Deal with Business Ambitions and Organizational Challenges; Key Concepts; Chapter 2: Foundations: Three Critical Factors in Service Design; Movement; Structures; Behavior; Challenges; Chapter 3: The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation; Get the Basics Right and Achieve Customer Experience Excellence
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| 505 |
8 |
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|a Prevent Customer Irritations and FailuresEngage Customers Effectively; High-Impact Customer Innovations; Chapter 4: Business Impact: Designing a Service around Customers' Needs Provides a New Way to Address Age-Old Business Challenges; Innovate New Business Concepts; Becoming a More Digital Business; Achieve Higher Customer Performance; Successful Launch and Adoption of a New Product or Service; Chapter 5: Organizational Challenge: Using Customer Centricity to Move Your Organization Forward; Foster Internal Alignment and Collaboration; Deliver Better Staff Engagement and Participation
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8 |
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|a Build a Customer-Centric OrganizationBuilding a More Agile Organization; Chapter 6: Tools; Customer Profiles; Customer Insights; Customer Journeys; Customer LifeCycles; Cross-Channel Views; Service Scenarios; Organizational Impact Analysis; Creative Design Workshops; Acknowledgements; Index; End User License Agreement
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| 650 |
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0 |
|a Customer services.
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| 650 |
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0 |
|a Customer relations.
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| 650 |
|
7 |
|a Customer relations.
|2 fast
|0 (OCoLC)fst00885533
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| 650 |
|
7 |
|a Customer services.
|2 fast
|0 (OCoLC)fst00885545
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| 650 |
|
7 |
|a BUSINESS & ECONOMICS / Industrial Management
|2 bisacsh
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| 650 |
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7 |
|a BUSINESS & ECONOMICS / Management
|2 bisacsh
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| 650 |
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7 |
|a BUSINESS & ECONOMICS / Management Science
|2 bisacsh
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| 650 |
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7 |
|a BUSINESS & ECONOMICS / Organizational Behavior
|2 bisacsh
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| 655 |
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4 |
|a Electronic books.
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| 655 |
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0 |
|a Electronic books.
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| 655 |
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7 |
|a Electronic books.
|2 local
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| 700 |
1 |
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|a Løvlie, Lavrans,
|d 1969-
|e author.
|
| 700 |
1 |
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|a Flu, Melvin Brand,
|d 1966-
|e author.
|
| 776 |
0 |
8 |
|i Print version:
|a Reason, Ben, 1972- author.
|t Service design for business
|d Hoboken, N.J. : John Wiley & Sons, Inc., [2016]
|z 9781118988923
|w (DLC) 2015032743
|
| 856 |
4 |
0 |
|u https://doi.org/10.1002/9781119176541
|z Full Text via HEAL-Link
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| 994 |
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|a 92
|b DG1
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