Title: Uživatel v centru knihovních služeb
Variant title:
- User in a centre of librarian services
Source document: ProInflow. 2011, vol. 3, iss. ProInflow speciál, pp. 21-30
Extent
21-30
-
ISSN1804-2406
Stable URL (handle): https://hdl.handle.net/11222.digilib/133732
Type: Article
Language
License: Not specified license
Notice: These citations are automatically created and might not follow citation rules properly.
Abstract(s)
S nárůstem důležitosti odvětví služeb se vyspělé ekonomiky stále častěji zabývají specifiky vývoje, řízení a inovacemi služeb. Cílem designu služeb, nové manažerské disciplíny, je vytvořit dostatečné znalosti a nástroje zejména v raných fázích procesu řízení inovace. Následující stručný příspěvek rozvíjí diskusi o designu služeb, která vyplynula z únorové konference PARTSIP. Klíčovou částí příspěvku je aplikace metod a postupů v prostředí knihoven. Text uzavírá přehled trendů na poli designu služeb a jejich důsledky pro řízení inovací v knihovnách. Stručný výčet stěžejní literatury slouží zájemcům o další studium.
As the developed economies gradually adopted the service-oriented structure, greater emphasis is being placed on understanding the specifics of services during their development and life cycle. Service design, an emerging management discipline, aims at filling the knowledge gap, particularly in the initial phases of the innovation process. The following brief article starts with introducing the discipline beyond the scope of presentation at the PARTSIP conference. Then it evaluates the options for application it the library environment. The article closes with a discussion of current trends in the field with implication for innovation management in libraries. A list of key sources for further reading on the topic complements the analysis.
Note
Šířeno pod licencí Creative Commons NC-BY-ND 3.0, která umožňuje nekomerční šíření v nezměněné podobě při zachování odkazu na autora.
References
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[3] Hartley, J. (2008). Managing to Improve Public Services. Cambridge University Press: Cambridge.
[4] Hazdra, A. (2010). "Design služeb na obzoru". Trend Marketing říjen, str. 42-43.
[5] Kimbel, L. a Seidel, V.P. (2008). "Designing for Services - Multidisciplinary Perspectives". [on-line]. Proceedings from the Exploratory Project on Designing for Services in Science and Technology-based Enterprises. Saïd Business School: Oxford. Dostupné z http://www.sbs.ox.ac.uk/d4s/essayarchive/D4S_Publication.pdf [aktuální k 25. 4. 2011].
[6] Košturiak, J. a Cháľ, J. (2008). Inovace: Vaše konkurenční výhoda. Computer Press: Brno.
[7] Løvlie, L. a Reason, B. (2010). "Service Design – The Bottom Line". Touchpoint: The Journal of Service Design 2(2), str. 40-48.
[8] Lusch, R.F. a Vargo, S.L. (eds.) (2006). The Service-dominant Logic of Marketing: Dialog, Debate, and Directions. M.E. Shape: New York.
[9] OECD. (2000). Business and Industry Policy Forum Series: The Service Economy. [on-line]. OECD Publications: Paris. Dostupné z http://www.oecd.org/dataoecd/10/33/2090561.pdf [aktuální k 20. 4. 2010]
[10] Parker, S. and Heapy, J. (2006). Journey to the Interface. Demos: London.
[11] Pine, J. a Gilmore, J. (1998). "Welcome to Experience Economy". Harvard Business Review červenec-srpen, str. 97-105.
[12] Pine, J. a Gilmore, J. (1999). The Experience Economy: Work Is Theater & Every Business a Stage. Harvard Business Press: Boston.
[13] Pine, J. a Gilmore, J. (2007). Authenticity: What Consumers Really Want. Harvard Business Press: Boston.
[14] Seybold, P. (2006). Outside Innovation: How Your Customers Will Co-design Your Company's Future. HarperCollins Publishers: New York.
[15] Shostack, L. G. (1977). "Breaking Free from Product Marketing". The Journal of Marketing 41(2), str. 73-80. | DOI 10.2307/1250637
[16] Shostack, L. G. (1982). "How to Design a Service". European Journal of Marketing 16(1), str. 49-63 | DOI 10.1108/EUM0000000004799
[17] Shostack, L. G. (1984). "Design Services that Deliver". Harvard Business Review Leden-Únor, str. 133-139.
[18] Stickdorn, M. a Schneider, J. (eds.) (2011). This Is Service Design Thinking: Basics - Tools – Cases. BIS Publishers: Amsterdam.
[19] Verganti, R. (2009). Design-driven Innovation. Harvard Business School Press: Boston.
[20] Wilson, A., Zeithaml, V.A., Bitner, M.J., and Gremler, D.D. (2008). Services Marketing. McGraw-Hill: Maidenhead.
[21] Vollmer, F. (2011). Interview with Birgit Mager for Info Retail. [on-line]. Service Design Network. Dostupné z http://www.service-design-network.org/content/prof-birgit-mager-service-design-interview [aktuální k 25. 4. 2011].
[22] Warfel, T. Z. (2007). "Data Driven Personas". [on-line]. Dostupné z http://www.slideshare.net/toddwarfel/data-driven-personas [aktuální k 25. 4. 2011].
[23] Ypigneur (2008). "E-service Blueprint & Visualization". [on-line]. Dostupné z http://www.slideshare.net/ypigneur/service-blueprint-presentation [aktuální k 25. 4. 2011].