This is an action-oriented book for managers and entrepreneurs who want new ways to tackle the issues they face in terms of developing and delivering services. The book focuses on service organizations, but has a broad interpretation of what services are. This is because these days, even jet engines and cars are bundled into services that create value by bringing people and resources together in different ways. The central argument is that managers and entrepreneurs designing service offerings will benefit from using approaches and methods from design and the arts.

A very strong, more practical follow-up title to BIS Publishers's successful This is Service Design Thinking.