TY  - BOOK
AU  - Polaine,Andrew
AU  - Løvlie,Lavrans
AU  - Reason,Ben
TI  - Service design: from insight to implementation 
SN  - 1933820330
U1  - 658.408 
PY  - 2013///]
CY  - Brooklyn, New York
PB  - Rosenfeld Media
KW  - Planificación estratégica
KW  - Servicio al cliente
N1  - Incluye bibliografía; Insurance is a service, not a product -- The nature of service design -- Understanding people and relationships -- Turning research into insight and action -- Describing the service ecology -- Developing the service proposition -- Prototyping service experiences -- Measuring services -- The challenges for facing service design
N2  - The book is a practical guide to designing services that work for people. It offers insights, methods and case studis to help design, implement and measure multichannel service experiences with greater impact for costumers, businesses and society
ER  -