From Products to Services: Insights and experience from companies which have embraced the service economy
Laurie Young
Publication Date
June 2008
Laurie Young's book, From products to Services, is clearly and concisely written and gives a wide overview of the workings of service focussed businesses. It's not the most exciting read, but what it lacks in sensationalism it makes up for in sensible, clear ideas. This is not a one hit wonder business book full of anecdotes — instead its a practical how-to guide for delivering change within service businesses (or businesses that are getting into services).
It sets out in plain language many of principles and practices around the internal workings of service organisations that design schools just don't teach you about. HR, operations, service marketing and the important differences between service business units and other business functions. Illustrated with lots of case studies and many useful diagrams, this is the best business book I've read in ages, and definitely the most directly useful to my practice — unlike many trendier pop business books, which tend to be more generally inspirational and have made their only real point by the end of the first chapter. Readable and relevant.
From Products to Services Filed under: service, product, business, consulting, examples, innovation, management.
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Two Comments
Paul Thurston on April 15, 2011 10:20pm
Excellent book, great case studies and plenty of established methods designers should know about. This is a great read for service designers that want to view the practice of sd from a different perspective.

Interestingly (or probably not) the writer is from Wycombe in the UK, I assumed he was American judging by the case studies.

Mariya on January 2, 2018 4:13pm
Kuku kuku
From Products to Services: Insights and experience from companies which have embraced the service economy
By Laurie Young
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  1. Why product companies consider service business
  2. Clarifying the strategic intent of the service business
  3. The degree of change needed to set up a service business
  4. First base: gaining a clear perspective of service markets
  5. Creating the services to be sold in the new market
  6. Altering the operations of a product company to provide services
  7. Selling services
  8. Marketing services instead of products
  9. Positioning a product brand in a service market
  10. In conclusion