Customer Experience and Service Design

Uday S. Karmarkar () and Uma R. Karmarkar
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Uday S. Karmarkar: UCLA Anderson School of Management
Uma R. Karmarkar: Harvard Business School

Chapter 7 in Managing Consumer Services, 2014, pp 109-130 from Springer

Abstract: Abstract While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the subject of service design has not been very visible in the research literature. There are many individual designers and design firms famous for their contributions to product design, but the same cannot be said for services. Undoubtedly many examples of outstanding service design exist and we will mention some later in this work. But recognition of service design as a discipline, as a management function or a job description, still seems to be rare.

Keywords: Customer Satisfaction; Serial Position; Service Process; Conjoint Analysis; Service Failure (search for similar items in EconPapers)
Date: 2014
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DOI: 10.1007/978-3-319-04289-3_7

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