This list represents a summary of the past forty 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 independent research. I've included 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 Thanks!

Filter: Papers that mention "Moments of Truth" | View all papers
Service Blueprinting: A Practical Technique for Service Innovation
California Management Review, 2008
Mary Jo Bitner

Examples: Hotels, Yellow Transportation, ARAMARK Parks & Resorts, Marie Stopes International Global Partnership, San Francisco Giants

Compare with:
Blueprinting the Service Company: Managing the Service Processes Efficiently
How to Design a Service
Designing product/service systems: A methodological exploration