Five principles of service design thinking?
1) User centered: everything should be experienced from the customer's point of view. This means that we need a certain amount of customer participation to be able to understand what our customers actually want and keep the service running.
2) Co-creative: We should include stakeholders in the service design process.
3)Sequencing; We should visualise the service as a sequence of interrelated actions. We have to consider the service timeline when we design a service, because rhythm really affects the mood of the customer. We should prototype services and test their impact on customers.
4)Evidencing; We should visualise intangible services in terms of physical artefacts. This means that we need to make customers aware of of the intangible service.
5) Holistic; We should consider the whole environment of the service. We need to remember that even though a service is intangible.
Learn More :
Service Marketing
- Service customers are often able to accurately evaluate the technical skills of the service personnel for complex services, T or F
- The case of Zappos and how this relates to customer defined standards
- Difference between and importance of both hard standards and measures and soft standards and measures?
- Four steps in the Job-centric service innovation model?
- What are the benefits for various users of service blueprinting?
- What are the stages in building a service blueprint?
- What are service blueprint components?
- What is a Service Blueprint?
- What are some benefits of relationship marketing for firms and customers?
- What is customer loyalty?
- How does a product-focused strategy interfere with putting customers first?
- How do customers often see Customer Relationship Management?
- What is relational intelligence and how can firms improve it?
- What is retention equity?
- What is relationship marketing?