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To Be or Not to Be the Servitization Dilemma and the Role of Design
(Routledge, 2019)
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 ...
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. ...