One of the editors of the online community for customer-focused businesses and innovative marketing has written an introduction on Service Design, based on interviews with Geke van Dijk from STBY and Arne Oosterom from DesignThinkers.
The article is Dutch, like the rest of the online content for this platform. It describes how services design offers an holistic approach to the innovation of services, working from the perspective of the customers. This approach can help to bridge the gap in the trust between organisations and their external stakeholders that has risen over the years due to relentless inside-out and push-oriented marketing and sales.
The article was written by Anne van den Berg. The PDF you can download through this link is a simple capture of the web page (so please ignore the surrounding and now redundant navigation items).