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Princeton University Library Catalog
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The service innovation handbook : action-oriented creative thinking toolkit for service organizations : templates - cases - capabilities / Lucy Kimbell.
Author
Kimbell, Lucy
[Browse]
Format
Book
Language
English
Published/Created
Amsterdam, Netherlands : BIS Publishers, 2014.
©2014
Description
240 pages : illustrations ; 19 x 25 cm
Availability
Copies in the Library
Location
Call Number
Status
Location Service
Notes
Engineering Library - Stacks
HF5415.5 .K56 2014
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Details
Subject(s)
Customer services
—
Handbooks, manuals, etc
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Service industries
—
Management
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Management
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Handbooks, manuals, etc
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Summary note
Shows how understanding user and customer experiences by analyzing ethnographic and big data, combined with exploratory prototyping, helps businesses design innovative services. Focuses on the early stages of a design project and discusses conceptual and practical challenges involved in creating service ecosystems that address organizational and societal issues. Includes examples from start-ups, big corporations, policy contexts and social innovation.
"For some time now, there has been a need for a reliable book about the basics of service design and strategic thinking in design: a need from within business courses and design courses as well as within the worlds of business and design. Based on Lucy Kimbell's long experience of high-level teaching and thinking about these areas, this book helps to fill the gap. The book is also timely - with the rapidly growing interest in service design among educators and professional practitioners."--Page 4 of cover.
Bibliographic references
Includes bibliographical references (pages 233-238) and index.
Contents
Getting ready
Contexts, strategies, value creation
Behaving and experiencing
Exploring and analyzing
Inspiring and generating
Prototyping and playing design games
Understanding impact
Organizing for service innovation.
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Other title(s)
Action-oriented creative thinking toolkit for service organizations
ISBN
9789063693534 ((paperback))
9063693532 ((paperback))
OCLC
870292928
Statement on language in description
Princeton University Library aims to describe library materials in a manner that is respectful to the individuals and communities who create, use, and are represented in the collections we manage.
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