Designing for Service: Creating an Experience Advantage

Shelley Evenson · Hugh Dubberly

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Service and Product Innovation Customer Service Quality and Loyalty Consumer Retail Behavior Studies

Abstract

This chapter contains sections titled: Design Service Experiences Matter Cocreating and Experience Advantage—Designing Design Acknowledgments References and Further Reading

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References

1999The experience economy: work is theatre & every business a stage 1996The sciences of the artificial (3rd ed.)1984Designing services that deliver 1997Integrating the Fuzzy Front End of New Product Development 2000New Service Development and Innovation in the New Economy 1991The service management course

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2015Towards an Anthropology of Services

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