Published: 2014-06-25
ISBN: 978-91-7519-280-2
ISSN: 1650-3686 (print), 1650-3740 (online)
Aebersold; R.; Polaine; A.; & Schäfer; A. (2010). Blueprint+: Developing a tool for designing
and managing service processes. Proceedings of AMA SERVSIG 2010. Porto; Portugal.
Bitner; M. J.; Ostrom; A. L.; & Morgan; F. N. (2008). Service Blueprinting: A practical
Technique for Service Innovation. California Management Review; 50(3); 66-94.
Carroll; J. M. (1999). Scenario-Based Design: Envisioning Work and Technology in System Development.
New York: John Wiley & Sons.
Cooper; A.; Reimann; R.; & Cronin; D. (2007). About Face 3 - The Essentials of Interaction
Design. Indinanapolis; IN; USA: Wiley Publishing.
Goodwin; K. (2009). Designing for the Digital Age: How to create human-centred products and services.
Indianapolis; IN; USA: Wiley Publishing.
Koivisto; M. (2009). Frameworks for structuring services and customer experiences. In S.
Miettinen; & M. Koivisto; Designing Services with Innovative Methods (pp. 136-149). Keuruu;
Finland: Kuopio Academy of Design.
Parker; S.; & Heapy; J. (2006). The Journey to the Interface. London: Demos
Polaine; A. (2009). Blueprint+: Developing a Tool for Service Design. Paper presented at Service
Design Network Conference 2009. Madeira; Portugal.
Segelström; F. (2013). Stakeholder Engagement for Service Design: How service designers identify and
communicate insights. PhD Thesis; Department of Computer and Information Science;
Linköping University. Linköping Studies in Arts and Sciences No. 586; online:
http://liu.diva-portal.org/smash/get/diva2:647878/FULLTEXT03.pdf.
Shostack; L. (1982). How to Design a Service. European Journal of Marketing; (161); 49-63.
Shostack; L. (1984). Designing Services that Deliver. Harvard Business Review; 62(1); 133-139.
Sparagen; S. L.; & Chan; C. (2008). Service Blueprinting: When Customer Satisfaction Numbers are
not enough. Paper presented at International DMI Education Conference. Design
Thinking: New Challenges for Designers; Managers and Organizations. Cergy-Pointose;
France.
Stickdorn; M. & Hormeß; M. (2012). Bridging the gap: A framework to seamlessly move between
Service Design and Business; Paper presented at ServDes.2012 Conference.
Wreiner; T.; Mårtensson; I.; Arnell; O.; Gonzalez; N.; Holmlid; S; & Segelström; F. (2009).
Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services. Proceedings
First Nordic Conference on Service Design and Service Innovation. Oslo; Norway.