Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive ins

Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. The management and economics of ser

Shows how understanding user and customer experiences by analyzing ethnographic and big data, combined with exploratory prototyping, helps businesses design inn

Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive ins

'This book represents a significant step towards dealing with the lacuna constituted by the inadequacy of the literature on the services. And, as such, it appro