Service Design and Change of Systems: Human-Centered Approaches to Implementing and Spreading Service Design
作者： Christi Dining-Zuber , Mike C. Lin , Bobby L. Hughes , Mary K. Katica , Paul E. Plsek
DOI:
关键词: Service provider 、 Change management 、 Service design 、 Service (business) 、 Business 、 Knowledge management 、 Service delivery framework 、 Design methods 、 Service innovation 、 Design thinking
摘要: … -centric methods to create a more humanistic and engaging service design implementation process, and we discuss the value of such a multi-disciplinary approach, as well as the …
参考文章(16)
G. Lynn Shostack, Designing Services That Deliver ,(1996)
Daniela Sangiorgi, Sabine Junginger, Service Design and Organisational Change. Bridging the gap between rigour and relevance International Association of Societies of Design Research. pp. 4339- 4348 ,(2009)
Stefan Holmlid, Shelley Evenson, Bringing design to services ,(2006)
Shirley M. Hord, Taking Charge of Change ,(1987)
Thomas Erickson, Notes on design practice: stories and prototypes as catalysts for communication Scenario-based design. pp. 37- 58 ,(1995)
Jonathan Littman, Thomas Kelley, The ten faces of innovation : IDEO's strategies for beating the devil's advocate & driving creativity throughout your organization Profile Boos. ,(2005)
Nicola Morelli, Designing Product/Service Systems: A Methodological Exploration Design Issues. ,vol. 18, pp. 3- 17 ,(2002) , 10.1162/074793602320223253
Kurt Lewin, Field theory in social science ,(1951)
Mary Jo Bitner, Servicescapes: The Impact of Physical Surroundings on Customers and Employees: Journal of Marketing. ,vol. 56, pp. 57- 71 ,(1992) , 10.2307/1252042