Good Services: How to Design Services That Work

Service design is a rapidly growing area of
interest in design and business management.
There are a lot of books on how to get started,
but this is the first book that describes what a
'good' service is, what makes a good service and
why.This book lays out the essential principles
for building services that work well for users.
Demystifying what we mean by a 'good' and 'bad'
service and describing the common elements
within all services that mean that it either works
for users or doesn't.
A practical book for non-practitioners interested
in better service delivery, a book to guide their
decision making without the need to first learn
how to design a service themselves.