This list represents a summary of the past thirty years of service design literature. The citations were compiled from the Emergence conference at Carnegie Mellon University as well as the Designing for Services project in the UK, service design syllabi at CMU and individual research. I've excerpted the abstracts and introductions to the papers and cross-referenced examples and concepts so that it's easy to follow the development of ideas such as "service blueprinting" across multiple papers.
Select any underlined term to filter the list, showing only papers that share that particular concept, example, author, journal or decade. If you'd like to help fill in the gaps by suggesting other canonical papers, e-mail the citations to service at howardesign.com. Thanks!
From the article: "It is time for U.S. companies to raise their service aspirations significantly and for U.S. executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the "five service imperatives."
Examples: Deluxe Corporation, Southwest Airlines, Sewell Village Cadillac, Palais Royal Apparel, Nordstroms, Wal-Mart, McDonalds, Century 21, Walt Disney World, Friendly Bank, PHH FleetAmerica, Aid Association for Lutherans, Preston Trucking Company, Books and Co., Florida Power & Light, British Airways, Wachovia Bank & Trust, First Bank System, American Express
From the article: "New developments in health care, higher education, and the law are just the beginning. Most people think of disruptive innovations--the simple, cheap, convenient advancements that create new growth--as tangible products. However, service-related businesses face the same circumstances that drive disruption in product-related businesses, such as the pressure to improve to serve leading customers better and the presence of "nonconsumers" who seek to do for themselves what they historically paid an expert to do. As such, service-related businesses teem with the potential for disruption."
Examples: Health Care, Education, Law, Kmart, Wal-Mart, QuickMedx, University of Phoenix, Concord Law School, eLawForum