This is service design thinking :  basics--tools--cases / 
concept and editing Marc Stickdorn, Jakob Schneider ; authors Kate Andrews ... [et al.]. 
 - Hoboken, N.J. :  Wiley,  c2011. 
 - 373 p. :  ill. (some col.). 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9781118156308 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management<br/>Customer services<br/>Creative ability in business<br/>Lateral thinking
<br/><br/><label>LC Class. No.: </label>HF 5415.5  / T447