Design in the service sector

Abstract

Explains that an overwhelming cause of product and service dissatisfaction is a lack of understanding of customer requirements. Discusses the role of design and its management in the services sector, which entails harnessing the skills of the whole organisation. Argues that to provide an efficient and effective service, a design ethos needs to be adopted whereby the concept of service is treated as in the development of world‐class manufacturing products.

Citation

Hollins, B. (1993), "Design in the service sector", Managing Service Quality: An International Journal, Vol. 3 No. 3, pp. 33-37. https://doi.org/10.1108/EUM0000000003168