Service Design

Abstract

This chapter provides an overview of service design as a human-centric approach for creating, describing, and operationalizing new or improved services. It outlines how service design relates to topics such as service innovation and new service development, as well as the key characteristics associated with the concept today. The service design process includinga selection of specific methods is introduced and illustrated. Learning Objectives 1. Explain how service design relates to service innovation and new service development. 2. Examine the meaning of service design over the past three decades. 3. Understand the key characteristics of service design and the specific perspective designers contributed to the creation and improvement of services. (continued) N. Feldmann ()