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Andrew Polaine

Service Design: From Insight to Implementation

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Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
This book is currently unavailable
347 printed pages
Original publication
2013
Publication year
2013

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Quotes

  • Verónicahas quoted21 hours ago
    FIGURE 9.2
    The five stages of getting back to employment provided the timeline for the Make It Work blueprint
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    • Verónicahas quotedyesterday
      Reliability: the organization’s ability to perform the service dependably and accurately
      Assurance: employees’ knowledge and ability to inspire trust and confidence
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      • Verónicahas quotedyesterday
        Tangibles: appearance of physical facilities, equipment, personnel, and communication materials
        Empathy: understanding of customers and acknowledging their needs
        Responsiveness: willingness to help customers, provide prompt service, and solve problems
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