Good Services : Decoding the Mystery of What Makes a Good Service

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.