„If you would ask ten people what service design is, you would end up with eleven different answers – at least.“
Marc Stickdorn
„Service Design behandelt eine Dienstleistung, die ja gerade keine begreifbare Sachleistung ist, dennoch als ein Produkt, das von Grund auf konzipiert und gestaltet werden muss.“
„The time-based nature of services is one of the things that makes thinking about them different from thinking about products – they are never „finished“ in the same way as products. Another difference is that services are usually completed by the customer as an integral part of the process.“
Andy Polaine, Lavrans Løvlie, Ben Reason
