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!
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: "Mistakes are a critical part of every service. Hard as they try, even the best service companies can't prevent the occasional late flight, burned steak, or missed delivery. The fact is, in services, often performed in the customer's presence, errors are inevitable. But dissatisfied customers are not. While companies may not be able to prevent all problems, they can learn to recover from them. A good recovery can turn angry, frustrated customers into loyal ones. It can, in fact create more goodwill than if things had gone smoothly in the first place."
Examples: Club Med, Maine Savings Bank, Marriott Hotel, British Airways, Domino's Pizza, Stew Leonards, US Air, DFW Airport, Sheraton Hotel, Smith & Hawken, First Union National Bank, US Secret Service, Sonesta Hotel, Montgomery Ward, McDonald's, Federal Express
From the article: "Service businesses struggle with a reality that is foreign to manufacturers: Customers "interfere" with their operations. To deliver consistent quality at sustainable cost, companies must learn to manage that involvement."
Examples: Grocery Store, Call Center, Emergency Room, Diner, Cleaning Service, Law Firm, College, eBay, Dell, Starbucks, Zipcar, Tiffany's, Southwest Airlines, Gateway, First Union, Netflix