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L4
L4R1. Tim Brown, "Design Thinking", Harvard Business Review, June 2008
Fri, 07/10/2009 - 21:27 — adminGuide Questions
- What is the process to design thinking?
- What are the characteristics of persons who practice design thinking?
- How is design thinking relevant to the design and development of service systems?
L4R2. Susan Meyer Goldstein et al, "The Service Concept: The Missing Link in Service Design Research?", Journal of Operations Management, 2002
Fri, 07/10/2009 - 21:27 — adminGuide Questions
- What are the four dimensions of the service concept?
- What is the relationship between the service concept and the design of service systems?
- How is the service concept used in the design of recovery systems?
L4R3. Chris Voss & Leonieke Zomerdijk, "Innovation in Experiential Services", London Business School and AIM Research, June 2007
Fri, 07/10/2009 - 21:27 — adminStart reading at p.112, Section 4.3, "The Process of Innovation". We'll read pages 97-111 in a few weeks.
Guide Questions
- What are the methodologies employed by firms in the design of services?
- In what aspects of service delivery does service innovation play a strategic role?
