An Introduction to Service Design

An Introduction to Service Design

Designing the Invisible

Lara Penin

services can be delivered through unique face-to-face encounters, through automated digital interfaces, and through a number of different channels or a combination of them. Each one of these channels and the processes behind them need to be accounted for when orchestrating services. The consistent delivery of positive moments of truth over time is a critical challenge for service organizations of all kinds.

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