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Service Design by Ben Reason, Lavrans Løvlie, Andy Polaine

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CHAPTER 8

Images

Measuring Services

Measurement for the Common Good

Establishing a Truth with Management

Apples and Oranges—Define Baseline Data before Design and Launch

Making the Case for Return on Investment

Using the Service Blueprint to Model Measurement

Money Talks

Avoiding Common Mistakes When Measuring Services

Measurement Frameworks

SERVQUAL and RATER

The Triple Bottom Line

Summary

Service designers and service providers both have a need to prove that design provides a return on investment. Results can be measured in terms of money made or saved, in an improved customer or user experience, value created to society, or reduced drain on the environment. ...

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