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其他書名
From Insight to Implementation
出版Rosenfeld Media, LCC, 2011
URLhttp://books.google.com.hk/books?id=ifc5nQEACAAJ&hl=&source=gbs_api
註釋The book is a practical guide to designing services that work for people. It offers insights, methods and case studis to help design, implement and measure multichannel service experiences with greater impact for costumers, businesses and society.