Course Overview
Importance of Services in today’s world, Product-services continuum, nature of services, relevance of design thinking in conceptualising and developing services, unique service design context that influence design, interaction and experience as source of value, overlaps of service design with user experience design – applicability of methodologies and methods, service experience design methods and techniques (e.g. service ecosystems maps, service blueprinting…), designing for technology based services and self service, designing service recovery encounters, service design outcomes (touch points, service encounters, service systems…), service prototyping and testing, aspects of service experience that influence the service quality, brief overview of service system deployment, operations and management. 10.
| Total Credits | 4.0 |
| Type | Theory |
| Lecture | 1.0 |
| Tutorial | 2.0 |
| Half Semester | N |
| Text Reference | 302225 Design for services, Anna Meroni and Daniela Sangiorgi, Gower Publishing Limited 2011;302225 Service Design: From Insight to Implementation, Andrew Polaine, Lavrans Lovlie, and Ben Reason, Rosenfeld Media 2013;302225 Services Marketing: Integrating Customer Focus across the Firm, Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler, Ajay Pandit, McGraw Hill Education (India)302225 Supplementary: Handbook of Service, Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer (eds.), Springer 2010 |
About Instructor
Prof. Pramod Khambete
