This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the client’s lack of know

Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a ma

As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies

As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies