Phillip Thompson, Vice President, Strategic Planning Institute
In spite of brilliant concepts and thoughtful implementation, there are more failures than successes in the design of services. Based on extensive case-study research, Philip Thompson pinpoints reasons for these disappointing results and offers design man
DMI Members: To download the pdf of this publication, you need to log in, add it to your shopping cart, and check out. There will be no charge and the link(s) to the pdf(s) will be emailed to you.