Now showing items 1-3 of 3
Beyond customer satisfaction. Supporting organisational change through Service Design. A case study in the insurance industry
(Taylor & Francis, 2017)
Insurance companies are in the midst of massive disruptive change occurring as a result of new consumption models and technologies. Companies unable to keep up with the rapid pace of change run the risk of disappearing. ...
To Be or Not to Be the Servitization Dilemma and the Role of Design
This article seeks to answer the question of how value proposition is created using a human-centred approach in the context of deservitization, in general, and service dilution, in particular. The article aims to describe ...