The Role of Service Design in Enhancing Marketing-Customer Service Collaboration

Author:

Ukpabi Dandison,Ukpabi Grace Dandison

Publisher

Springer International Publishing

Reference46 articles.

1. Baranova, P., Morrison, S., & Mutton, J. (2011). Enhancing the student experience through service design: The University of Derby approach. Perspectives: Policy and Practice in Higher Education, 15(4), 122–128.

2. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66–94.

3. Chen, Y. A., & Chen, C. L. (2021). Case study of sustainable service design in the hospitality industry. Chinese Management Studies.

4. Clatworthy, S. (2012). Bridging the gap between brand strategy and customer experience. Managing Service Quality: An International Journal, 22(2), 108–127.

5. Dam, R., & Siang, T. (2018). What is design thinking, and why is it so popular? Interaction Design Foundation.

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