000 04406cam a2200781 i 4500
001 ocn922970973
003 OCoLC
005 20170918133022.0
006 m o d
007 cr |||||||||||
008 151005s2016 nju o 001 0 eng
010 _a 2015038621
020 _a9781118988947 (epub)
020 _a1118988949 (epub)
020 _a9781118988930 (pdf)
020 _a1118988930 (pdf)
020 _z9781118988923 (cloth)
020 _a9781119176541
020 _a1119176549
020 _a1118988922 (cloth)
020 _a9781118988923 (cloth)
024 7 _a10.1002/9781119176541
_2doi
029 1 _aNLGGC
_b40092286X
029 1 _aGBVCP
_b845216066
029 1 _aAU@
_b000057304307
029 1 _aDEBBG
_bBV043627905
029 1 _aDEBBG
_bBV043399133
029 1 _aNLGGC
_b40812444X
035 _a(OCoLC)922970973
_z(OCoLC)935254420
_z(OCoLC)946944195
037 _aFB71E088-0C2A-4467-BF58-885DC74E317E
_bOverDrive, Inc.
_nhttp://www.overdrive.com
040 _aDLC
_beng
_erda
_cDLC
_dYDX
_dOCLCF
_dN$T
_dIDEBK
_dYDXCP
_dTEFOD
_dDG1
_dCDX
_dQGK
_dCOO
_dUMI
_dEBLCP
_dDEBBG
_dAJB
042 _apcc
049 _aMAIN
050 0 0 _aHF5415.5
072 7 _aBUS
_x082000
_2bisacsh
072 7 _aBUS
_x041000
_2bisacsh
072 7 _aBUS
_x042000
_2bisacsh
072 7 _aBUS
_x085000
_2bisacsh
082 0 0 _a658.8/12
_223
100 1 _aReason, Ben,
_d1972-
245 1 0 _aService design for business : a practical guide to optimizing the customer experience /
_cBen Reason, Lavrans Løvlie, Melvin Brand Flu.
_h[electronic resource]
264 1 _aHoboken, New Jersey :
_bWiley,
_c[2016]
300 _a1 online resource.
336 _atext
_2rdacontent
337 _acomputer
_2rdamedia
338 _aonline resource
_2rdacarrier
500 _aIncludes index.
505 0 _aTitle 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
505 8 _aPrevent 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
505 8 _aBuild 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
588 _aDescription based on print version record and CIP data provided by publisher.
650 0 _aCustomer services.
650 0 _aCustomer relations.
650 7 _aCustomer relations.
_2fast
_0(OCoLC)fst00885533
650 7 _aCustomer services.
_2fast
_0(OCoLC)fst00885545
650 7 _aBUSINESS & ECONOMICS / Industrial Management
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Management
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Management Science
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Organizational Behavior
_2bisacsh
655 4 _aElectronic books.
655 0 _aElectronic books.
655 7 _aElectronic books.
_2local
700 1 _aLøvlie, Lavrans,
_d1969-
_eauthor.
700 1 _aFlu, Melvin Brand,
_d1966-
_eauthor.
776 0 8 _iPrint version:
_aReason, Ben, 1972- author.
_tService design for business
_dHoboken, N.J. : John Wiley & Sons, Inc., [2016]
_z9781118988923
_w(DLC) 2015032743
856 4 0 _uhttp://onlinelibrary.wiley.com/book/10.1002/9781119176541
_zWiley Online Library
942 _2ddc
_cBK
999 _c208188
_d208188