“…there are signs within the design community to advance service design. One of the issues motivating current research is the idea that service designers create multiple contacts, or touchpoints, between service organizations and their clients, including material artifacts, environments, interpersonal encounters, and more. The identification of touchpoints as an object of service design is a clear step away from the imposition of the goods-centered paradigms of the past.”
The Object of Service Design
Fernando Secomandi, Dirk Snelders
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