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Factories or Theatres? The Future of Service Read chapter Read first chapter

2014 | OriginalPaper | Chapter

7. Customer Experience and Service Design

Authors : Uday S. Karmarkar, Uma R. Karmarkar

Published in: Managing Consumer Services

Publisher: Springer International Publishing

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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.

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previous chapter The Design of Consumer Experiences: Managerial Approaches for Service Companies
next chapter Transitioning to Value Co-development
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Metadata
Title
Customer Experience and Service Design
Authors
Uday S. Karmarkar
Uma R. Karmarkar
Copyright Year
2014
Book
Managing Consumer Services

Print ISBN: 978-3-319-04288-6

Electronic ISBN: 978-3-319-04289-3

Copyright Year: 2014

DOI
https://doi.org/10.1007/978-3-319-04289-3_7