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Managing Consumer Services pp 109–130Cite as

Customer Experience and Service Design

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Abstract

While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the subject of service design has not been very visible in the research literature. There are many individual designers and design firms famous for their contributions to product design, but the same cannot be said for services. Undoubtedly many examples of outstanding service design exist and we will mention some later in this work. But recognition of service design as a discipline, as a management function or a job description, still seems to be rare.

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Author information

Authors and Affiliations

  1. UCLA Anderson School of Management, Los Angeles, CA, 90024, USA

    Uday S. Karmarkar

  2. Harvard Business School, Boston, MA, 02163, USA

    Uma R. Karmarkar

Authors
  1. Uday S. Karmarkar
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  2. Uma R. Karmarkar
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Correspondence to Uday S. Karmarkar .

Editor information

Editors and Affiliations

  1. SDA Bocconi School of Management, Milan, Milano, Italy

    Enzo Baglieri

  2. UCLA Anderson School of Management, Los Angeles, California, USA

    Uday Karmarkar

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Karmarkar, U.S., Karmarkar, U.R. (2014). Customer Experience and Service Design. In: Baglieri, E., Karmarkar, U. (eds) Managing Consumer Services. Springer, Cham. https://doi.org/10.1007/978-3-319-04289-3_7

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