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Design in Service Industries (Vol.3 No.1)

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Design in Service Industries


Products in service industries are generally conceptual and/or ephemeral. In this context, the design of objects, information, and environments is crucial to making such products tangible and adding substance to the customer’s experience. The analyses here provide managers with techniques for evaluating where this design emphasis should be, and for measuring the quality and success of both the service and the design effort. They offer approaches to organizing design processes within service organizations and amplify theory with case studies on Continental Airlines, British Airways, and the Eurotunnel.




Where’s the Design in Service Design?
Thomas Walton

Service by Design 
Richard B. Chase and William E. Youngdahl

Management Musings
Jack Odette

A Design Frontier: Corporate Identity and Design Management at Eurotunnel
Peter Gorb and Raymond Turner

Designing Quality into Services
Rajendra S. Sisodia

Measurement of Innovation and Design Performance in Services
C. A. Voss

Purchasing the Design of Service
Charles Leinbach

Information Systems Design for the Service Industry
Laurence J. Best

Strategic Management of Service: The Action Learning Agenda
Phillip Thompson


A New Image for Continental Airlines
Clive Chajet

Design in the Service Industries
William J. Hollins

Seamless Service: British Airways' First-Class Chinaware
Paul Coughlan


Information Design for Professional Services
Thomas Gallienne

Managing the Evidence in Service Businesses
Leonard L. Berry and Kathleen Seiders

Information and Advice: Innovations and Product Delivery for Financial Services
Timothy A. Bachman

Intelligent Design in the Service Sector
Kevin W. Green


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