Service design for business : a practical guide to optimizing the customer experience / Ben Reason, Lavrans Løvlie, Melvin Brand Flu. [electronic resource] Reason, Ben, 1972- Løvlie, Lavrans, 1969- author. Flu, Melvin Brand, 1966- author. Customer services. Customer relations. HF5415.5 658.8/12 23 Includes index. Description based on print version record and CIP data provided by publisher. 2016 Text 1 online resource. http://onlinelibrary.wiley.com/book/10.1002/9781119176541 eng Service design for business Service design for business