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 "Service Encounters" | View all papers
Want to Perfect your Company's Service? Use Behavioral Science
Harvard Business Review, 2001
Richard Chase
From the article: "Behavioral science offers new insights into better service management. In this article, the authors translate findings from behavioral-science research into five operating principles: 1) finish strong; 2) get the bad experiences out of the way early; 3) segment the pleasure, combine the pain; 4) build commitment through choice; and 5) give people rituals and stick to them. Ultimately, only one thing really matters in a service encounter--the customer's perception of what occurred. This article will help you engineer your service encounters to enhance your customers' experiences during the process as well as their recollections of the process after it is completed."

Examples: Cruise Lines, Airline Baggage Pickup, Malaysian Airlines, Health Care, Business Consulting, Phone Menus, Trade Shows, Walt Disney, Banks, Hotels, Copier Repair, McKinsey Consulting

Compare with:
Service Behaviors that Lead to Satisfied Customers
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
An Empirical Investigation of the Impact of Non Verbal Communication on Service Evaluation