Marc Stickdorn – författare & böcker

This Is Service Design Methods

A Companion to This Is Service Design Doing

AvMarc Stickdorn,Markus Edgar Hormessm. fl.

Häftad, Engelska, 2018

380 kr

Skickas inom 5-8 vardagar

In this book, you’ll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation. This is the print version of the method companion to the book This Is Service Design Doing (#TiSDD). It includes the same content that you can find free on the book website, tisdd.com, but nicely revisualized and presented in a professional bound format. Caveat: While methods are the building blocks of a service design process, owning a pile of bricks does not make you an architect or even a bricklayer. Success in doing service design certainly requires a mastery of these methods. However, you must also be able to combine them into a process that fits the context and needs of your organization and guide people through this new way of working. This book only contains the building blocks—the methods. It doesn’t detail how to assemble them into a cohesive design process or how to plan or manage it. Neither does it describe why people should invest in service design nor explain how to bring service design to life in your organization. For all of this (and more), please read This Is Service Design Doing.

This Is Service Design Doing

AvJakob Schneider,Adam Lawrencem. fl.

E-bok

Engelska, 2018

413 kr

Läs direkt efter köp

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You''ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.

Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You''ll be able to focus on your customers and iteratively improve their experience.

Move from theory to practice and build sustainable business success.

This Is Service Design Doing

AvJakob Schneider,Adam Lawrencem. fl.

E-bok

PDF, Engelska, 2018

413 kr

Läs direkt efter köp

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You''ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.

Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You''ll be able to focus on your customers and iteratively improve their experience.

Move from theory to practice and build sustainable business success.

Mobile Ethnography

Towards a More In-Situ Research Method to Analyze Customer Experience

AvMarc Stickdorn

Häftad, Engelska, 2026

1 116 kr

Skickas inom 10-15 vardagar

This book introduces mobile ethnography as an in-situ qualitative research method that enables participants to document lived experiences on smartphones as they unfold. By capturing in-situ data such as text, photos, videos, audio, ratings, timestamps, and GPS, the method provides rich contextual insight into experiences as they are lived, not just remembered. Visualized as journey maps, customer and employee experience data can be analyzed to identify patterns, pain points, and opportunities for improvement.Grounded in service design, customer experience research, and ethnography, the book presents a systematic literature review of ethnographic research in leading information systems journals from 2000 to 2025. The review finds increasing methodological transparency, but also persistent gaps in research design, triangulation, and reflexivity. To address these gaps, the author proposes an exemplary research design to strengthen validity and reliability.Using Design Science Research Methodology, this dissertation develops mobile ethnography as a design artifact comprising the method, participant-facing mobile apps, and web-based analysis software for researchers. Based on seven iterative design cycles, the book shows how participants can become active contributors to customer experience research while maintaining data integrity and motivation. It concludes with implications for AI-supported analysis. In other words: rigorous research, but with dirt under its fingernails.

Mobile Ethnography

Towards a More In-Situ Research Method to Analyze Customer Experience

AvMarc Stickdorn

E-bok

Engelska, 2026

1 367 kr

Läs direkt efter köp

This book introduces mobile ethnography as an in-situ qualitative research method that enables participants to document lived experiences on smartphones as they unfold. By capturing in-situ data such as text, photos, videos, audio, ratings, timestamps, and GPS, the method provides rich contextual insight into experiences as they are lived, not just remembered. Visualized as journey maps, customer and employee experience data can be analyzed to identify patterns, pain points, and opportunities for improvement.Grounded in service design, customer experience research, and ethnography, the book presents a systematic literature review of ethnographic research in leading information systems journals from 2000 to 2025. The review finds increasing methodological transparency, but also persistent gaps in research design, triangulation, and reflexivity. To address these gaps, the author proposes an exemplary research design to strengthen validity and reliability.Using Design Science Research Methodology, this dissertation develops mobile ethnography as a design artifact comprising the method, participant-facing mobile apps, and web-based analysis software for researchers. Based on seven iterative design cycles, the book shows how participants can become active contributors to customer experience research while maintaining data integrity and motivation. It concludes with implications for AI-supported analysis. In other words: rigorous research, but with dirt under its fingernails.

Holger Preuß, Hubert J. Siller, Norbert Schütte, Anita Zehrer, Marc Stickdorn, Holger Preuß, Hubert J. Siller - Wirtschaftliche Wirkungen und Besucherzufriedenheit mit der UEFA EURO 2008TM, Häftad

Wirtschaftliche Wirkungen und Besucherzufriedenheit mit der UEFA EURO 2008TM

Eine empirische Analyse für Österreich

AvHolger Preuß,Hubert J. Sillerm. fl.

Häftad, Tyska, 2010

681 kr

Skickas inom 10-15 vardagar

Die UEFA EURO 2008TM wurde in Österreich und der Schweiz ausgerichtet. Um die die Auswirkungen des Mega-Events für Österreich ermitteln zu können, haben die Autoren empirische Daten mittels Fragebögen in zehn Sprachen erhoben. In Innsbruck, Klagenfurt, Salzburg und Wien wurden über 8.000 Besuchern vor den Stadien und Fanzonen befragt. Auf dieser Grundlage berechnen die Autoren den direkten fiskalischen Impakt durch die Eventbesucher für ganz Österreich sowie explizit für jedes einzelne Bundesland. Darüber hinaus untersuchen sie mögliche langfristige touristische Wirkungen, die Zufriedenheit der Besucher mit der EURO sowie das Image von Österreich aus Sicht verschiedener Nationalitäten.

Marc Stickdorn, Anita Zehrer, Norbert Schutte, Hubert J. Siller, Holger Preu - Wirtschaftliche Wirkungen und Besucherzufriedenheit mit der UEFA EURO 2008TM, E-bok

Wirtschaftliche Wirkungen und Besucherzufriedenheit mit der UEFA EURO 2008TM

Eine empirische Analyse für Österreich

AvMarc Stickdorn,Anita Zehrerm. fl.

E-bok

PDF, Tyska, 2010

462 kr

Läs direkt efter köp

This is Service Design Thinking. Basics - Tools - Cases

AvMarc Stickdorn

Häftad, Engelska, 2014

365 kr

Skickas inom 10-15 vardagar

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking

This is Service Design Doing

Applying Service Design Thinking in the Real World

AvMarc Stickdorn,Markus Edgar Hormessm. fl.

Häftad, Engelska, 2018

(1)

472 kr

Tillfälligt slut

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

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Marc Stickdorn – författare

This Is Service Design Methods

This Is Service Design Doing

This Is Service Design Doing

Mobile Ethnography

Mobile Ethnography

Wirtschaftliche Wirkungen und Besucherzufriedenheit mit der UEFA EURO 2008TM

Wirtschaftliche Wirkungen und Besucherzufriedenheit mit der UEFA EURO 2008TM

This is Service Design Thinking. Basics - Tools - Cases

This is Service Design Doing

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