Designing Extraordinary Service Experiences

Steven Chen
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Steven Chen: California State University

Chapter 10 in The Design Imperative, 2019, pp 143-170 from Springer

Abstract: Abstract Services, particularly retail services, may also benefit from design thinking. This chapter provides several frameworks for designing service experiences. Then, the chapter introduces a “practice style” approach toward service design, which recognizes that consumers differ in their motivations for service engagement and how they like to perform services. Finally, the chapter will outline best practices to address disruptions in the everyday lives of consumers that may pose a threat to service continuity. Examples from consumer services (e.g. Disneyland), physical fitness (e.g. P90X), and crafting (e.g. Color Me Mine) industries abound.

Keywords: Service Experience; Service Design; Practice Style; Disneyland; Motorola Moto (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-78568-4_10

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DOI: 10.1007/978-3-319-78568-4_10

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