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Service Design

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Dienstleistungsengineering und -management

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Zusammenfassung

In diesem Kapitel werden die wesentlichen Schritte zur Entwicklung einer Dienstleistung erklärt. Neben den Grundlagen von gutem Design werden verschiedene Design-Ansätze, wie Service Design Thinking oder der St. Galler Business Innovation-Ansatz erläutert. Außerdem werden praktische Design-Methoden, wie Customer Journey, Service Prototyping oder die Persona-Methode für das Entwickeln von Dienstleistungen eingeführt und verglichen.

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Author information

Authors and Affiliations

  1. Direktor Institut für Wirtschaftsinformatik (IWI HSG), Universität St. Gallen, St. Gallen, Schweiz

    Prof. Dr. Jan Marco Leimeister

Authors
  1. Prof. Dr. Jan Marco Leimeister
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Correspondence to Jan Marco Leimeister .

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Leimeister, J. (2020). Service Design. In: Dienstleistungsengineering und -management. Springer Gabler, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-59858-0_6

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  • DOI: https://doi.org/10.1007/978-3-662-59858-0_6

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  • Publisher Name: Springer Gabler, Berlin, Heidelberg

  • Print ISBN: 978-3-662-59857-3

  • Online ISBN: 978-3-662-59858-0

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