Service Design Resources
We are currently compiling a list of service resources. We'd like your input: email us with information for projects, websites, books, articles, etc. that we can add to our list.
Academic Websites
- Center for Excellence in Service
Smith School of Business, University of Maryland - Center for Services Leadership
W.P. Carey School of Business, Arizona State University -
Services Science, Management, and Engineering
UC Berkeley - The Service Operation Management Area
(International network of Service Management teachers and researchers)
Business Websites
- Engine Group
- Hewlett-Packard (Service Design & Management)
- IBM Almaden Services Research
- IBM Services Science, Management, and Engineering
(View reading list) - IDEO Service Design
- live|work
- servicedesign.org
- Spirit of Creation
Books
- Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Jeffrey F. Rayport and Bernard J. Jaworski
Boston: Harvard Business School Press, 2005 - Design and Management of Service Processes: Keeping Customers for Life
Rohit Ramaswamy
New Jersey: Prentice Hall: 1996 - E-Service: New Directions in Theory and Practice
Roland T. Rust and P.K. Kannan
New York: M.E. Sharp, 2002 - Innovation and Productivity in Services: Proceedings of a Workshop Held in Sydney
OECD Publishing, 2001 - New Service Development: Creating Memorable Experiences
James A. and Mona J. Fitzsimmons (eds.)
Thousand Oaks, CA: Sage Publications, 2000
see “The Contextual and Dialectical Nature of Experiences,” pp. 33-51
Sudheer Gupta and Mirjana Vajic - Product Development for the Service Sector: Lessons from Market Leaders
Scott J. Edgett and Robert G. Cooper
New York: Basic Books, 1999 - Service Design: Practical Access to an Evolving Field
Stefan Moritz
Köln International School of Design, 2005 - Services Marketing: Integrated Customer Focus Across the Firm
Valarie Zeithaml, Mary Jo Bitner, and Dwayne Gremler
4th edition, New York: McGraw-Hill, 2006 - The Service Profit Chain
James L. Heskett, Leonard A. Schlesinger, and W. Earl Sasser
New York: Simon & Schuster, 1997
Articles
- “About: Service Design”
Bill Hollins, Design Council UK - “The Bartista Principle: Starbucks and the Rise of Relational Capital”
Ranjay Gulati, Sarah Huffman, and Gary Neilson
Strategy + Business, issue 28 - “Clueing in Customers”
Leonard L. Berry and Neeli Bendapudi
Harvard Review of Business, vol. 81, no. 2 (February 2003), pp. 100 - 106 - “The Core Competence of the Corporation”
C.K. Prahalad and Gary Hamel
Harvard Business Review, vol. 68, no. 3 (May - June 1990), pp. 79 - 91 - “Designing Product/Service Systems: A Methodological Exploration”
Nicola Morelli
Design Issues, vol.. 18, no. 3 (2002), pp. 3 - 17 - “Designing Services that Deliver”
Lynn G. Shostack
Harvard Business Review, vol. 62, no. 1 (January - February 1984), pp. 133 - 139 - “Four Strategies for the Age of Smart Services”
Glen Allmendinger and Ralph Lombreglia
Harvard Business Review, vol. 83, no. 10 (October 2005), pp. 131 - 145 - “How to Design a Service”
Lynn G. Shostack
European Journal of Marketing, vol. 16, no. 1 (2001), pp. 49 - 63 - “The Lean Service Machine”
Cynthia Karen Swank
Harvard Business Review, vol. 81, no. 10 (October 2003), pp. 123 - 129 - “The New Science”
Amba B. Bakshi, Indian Express Newspapers - “Putting the Service-Profit Chain to Work”
James L. Heskett, Thomas O. Jones, Gary Loveman, W. Earl Sasser, Leonard A. Schlesinger
Harvard Business Review, vol. 72, no. 3 (March - April 1994), pp. 164 - 174 - “Quality in New Service Development: Key Concepts and a Frame of Reference”
Bo Edvardsson
International Journal of Production Economics, vol. 52 (1997, pp. 31-46 - “R&D Comes to Services: Bank of America’s Pathbreaking Experiments”
Stefan Thomke
Harvard Business Review, vol. 81, no. 4 (April 2003), pp. 70 - 79 - “Servicescapes: The Impact of Physical Surroundings on Customers and Employees”
Mary Jo Bitner
Journal of Marketing, vol. 56, no. 2 (1992), pp. 56-71 - “Want to Perfect Your Company’s Service? Use Behavioral Science”
Richard B. Chase and Sriram Dasu
Harvard Business Review, vol. 79, no. 6 (June 2001), pp. 78 - 84 - “What is ‘Service Science’?”
Tadahiko Abe, Fujitsu Research Institute - “Will You Survive the Services Revolution?”
Uday Karmarkar
Harvard Business Review, vol. 82, no. 6 (June 2004), pp. 100 - 107