CHAPTER 10: THE SERVICE COUNTER
The development of the USD is the result of the physical translation of the one-stop-shop concept. The starting point is that the customer can go to one central physical location within the building for all questions about internal products and services. The design and construction of the physical USD, however, needs some thought. This concerns not only the non-tangible aspects, (organisation, function and philosophy), but also the very tangible aspects, such as materials, colour, location and space.
After reading this chapter, the reader will have insight into the subjects that are related to the construction of the physical USD counter. The way in which these topics are dealt with ultimately determines the form ...
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