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Service design is a rapidly growing area of interest in design and business management. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a 'good' and 'bad' service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Sociology of organization --- Organization theory --- social psychology --- Consumer satisfaction --- Customer relations --- Total quality management --- Customer loyalty --- Service industries workers --- 745 --- design --- service design --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Customer satisfaction --- Satisfaction --- Brand loyalty --- Service industries --- Employees --- Frequent buyer programs --- Frequent shopper programs --- Consumer behavior --- Loyalty --- Quality management, Total --- TQM (Total quality management) --- Management --- Total quality control --- Evaluation --- CAD, design en industriële vormgeving