TY  - BOOK
AU  - Stickdorn,Marc
AU  - Schneider,Jakob
TI  - This is service design thinking: basics, tools, cases 
SN  - 9781118156308 (pbk.)
U1  - 746.928 
PY  - 2011///
CY  - Hoboken, New Jersey
PB  - John Wiley & Sons
KW  - Service industries
KW  - Management
KW  - Servicio al cliente
KW  - Aptitud creadora en los negocios
KW  - Pensamiento lateral
KW  - Pensamiento creativo
KW  - Diseño
KW  - Mercadeo
N1  - Originally published: Amsterdam: BIS, 2010; Includes bibliographical references and index; Introduction -- What is service design? -- Who are these service designers? -- How does service design work? -- What are the tools of service design? -- Applied service design -- Deep service design thinking
ER  -