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Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping

Markus Edgar Hormeß
WorkPlayExperience, Germany

Marc Stickdorn
smaply, myServiceFellow, Austria

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Ingår i: ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Linköping Electronic Conference Proceedings 99:51, s. 457-459

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Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (tryckt), 1650-3740 (online)

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Referenser

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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.

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