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 howardesign.com. Thanks!
Filter: Papers that mention "Physiological vs Emotional Responses" | View all papers
From the article: "A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to faciliate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which services as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications."
Examples: Hotels, Restaurants, Professional Offices, Banks, Retail Stores, Hospitals, Ticketron, Federal Express, Supermarket, 7-11, Cinnamon Roll Bakeries, Airports, Club Med, Benihana, Scandinavian Airline Systems, Fast Food Chain, Supermarkets, Department Stores, ATMs, Miniature Golf