Premium
Strategic Management of Service: The Action Learning Agenda
Author(s) -
Thompson Phillip
Publication year - 1992
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1992.tb00589.x
Subject(s) - action (physics) , service (business) , action learning , action research , business , process management , public relations , management science , management , engineering ethics , sociology , political science , marketing , engineering , economics , pedagogy , teaching method , physics , quantum mechanics , cooperative learning
IN SPITE OF brilliant concepts and thoughtful implementation, there are more failures than successes in the design of services. Based on extensive case‐study research, Phillip Thompson pinpoints reasons for these disappointing results and offers design managers and consultants five specific tactics for analyzing and developing service ideas.