Designing Better Services A Strategic Approach from Design to Evalua
This book provides accessible, comprehensive guidance on service design and enables practitioners approaching the discipline for the first time to develop the strategic mindset needed to exploit its innovation potential. The opening chapters trace the ori
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Francesca Foglieni Beatrice Villari Stefano Maffei
Designing Better Services A Strategic Approach from Design to Evaluation
SpringerBriefs in Applied Sciences and Technology PoliMI SpringerBriefs
Editorial Board Barbara Pernici, Politecnico di Milano, Milano, Italy Stefano Della Torre, Politecnico di Milano, Milano, Italy Bianca M. Colosimo, Politecnico di Milano, Milano, Italy Tiziano Faravelli, Politecnico di Milano, Milano, Italy Roberto Paolucci, Politecnico di Milano, Milano, Italy Silvia Piardi, Politecnico di Milano, Milano, Italy
More information about this series at http://www.springer.com/series/11159 http://www.polimi.it
Francesca Foglieni Beatrice Villari Stefano Maffei •
Designing Better Services A Strategic Approach from Design to Evaluation
123
Francesca Foglieni Department of Design Politecnico di Milano Milan Italy
Stefano Maffei Department of Design Politecnico di Milano Milan Italy
Beatrice Villari Department of Design Politecnico di Milano Milan Italy
ISSN 2191-530X ISSN 2191-5318 (electronic) SpringerBriefs in Applied Sciences and Technology ISSN 2282-2577 ISSN 2282-2585 (electronic) PoliMI SpringerBriefs ISBN 978-3-319-63177-6 ISBN 978-3-319-63179-0 (eBook) https://doi.org/10.1007/978-3-319-63179-0 Library of Congress Control Number: 2017951055 © The Author(s) 2018 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer International Publishing AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface
The argumentation presented in this book is the result of a research process initiated at the Design Department of Politecnico di Milano a few years ago, and matured thanks to a doctoral research developed by Francesca Foglieni, which constituted the starting point for the reasoning articulated
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