TISDT_ebook-90.html

References

The design beyond the design

Design thinkers network by Wenovski: www.designthinkersnetwork.com
ServDes 2009: First Nordic Conference on Service Design and Service Innovation, 24–26 November 2009, Oslo/Norway: www.aho.no/servicedesign09
Service Design Network: http://www.service-design-network.org
TiSDT PanorEmo, online from 1 November 2009 to 1 August 2010: http://www.susagroup.com/marcstickdorn
TiSDT Uservoice, online from 1 May 2009 to 1 August 2010: http://tisdt.uservoice.com
TiSDT Wordpress, online from 1 November 2009 to 1 March 2010: http://service.engagement.ac
Wenovski MiniUnConference 2010: 22 January, Münster, Germany.

Definitions

31 volts service design (2008). One line of Service Design by Marc Fonteijn. Retrieved 10 August 2010, from http://www.31v.nl/ 2008/03/one-line-of-service-design/
Buchanan, R. (2001). Design research and the new learning. Design Issues, 17 (4), 3–23.
Continuum (2010). Service Design: What. Retrieved 10 August 2010, from http://www.dcontinuum.com/content/expertise_page.php?pageid=62
Engine service design (2010). Service design. Retrieved 10 August 2010, from http://www.enginegroup.co.uk/service_design/
frontier service design (2010). About Service Design. Retrieved 10 August 2010, from http://www.frontierservicedesign.com/about-us/about-service-design/
live|work (2010). Service Design. Retrieved 10 August 2010, from http://www.livework.co.uk/articles/creating-customer-centred-organisations
Mager, B. (2009). “Service Design as an Emerging Field”. In: Miettinen & Koivisto (Eds.): Designing Services with Innovative Methods, Helsinki: Taik Publications, p. 28–42.
Stefan, M. (2005). Service Design: Practical access to an evolving field (M.A. Thesis: Köln International School of Design). Retrieved 10 August 2010, from http://stefan-moritz.com/welcome/Service_Design_files/Practical%20Access%20to%20Service%20Design.pdf
The Copenhagen Institute of Interaction Design (2008). What is Service Design? Retrieved 10 August, 2010, from http://ciid.dk/symposium/sds/
UK Design Council (2010). What is service design? Retrieved 10 August 2010, from http://www.designcouncil.org.uk/about-design/Types-of-design/Service-design/What-is-service-design/

Marketing – Connecting with people, creating value

Booms, B. & Bitner, M.J. (1981). “Marketing Strategies and Organisational Structures for Service Firms”, in Donnelly, J. & George, W. (eds.), Marketing of Services. Chicago: American Marketing Association, pp. 47–52.
Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Approach. 2nd ed., Chichester, UK: Wiley.
Lovelock, C. & Gummesson, E. (2004). “Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives”. Journal of Service Research. 7(1), pp. 20–41.
Norman, R. & Ramírez, R. (1993). “Designing Interactive Strategy: From Value Chain to Value Constellation” Harvard Business Review, 71 (4), pp. 65–77.
Vargo, S. & Lusch, R. (2004a). “Evolving to a New Dominant Logic in Marketing”, Journal of Marketing, 68 (1), pp. 1–17.
Vargo, S. & Lusch, R. (2004b). “The Four Service Marketing Myths: Remnants of a Goods-based Manufacturing Model”. Journal of Service Research. 6 (4), pp. 324–335.
Zeithaml, V. & Bitner, M. (2003). Services Marketing: Integrating Customer Focus across the Firm, 3rd ed., New York: McGraw-Hill.
Zeithaml, V., Parasuraman, A. & Berry, L. (1985). “Problems and Strategies in Services Marketing”. Journal of Marketing, 49 (Spring), pp. 33–46.

Product design

Apple (2010). Corporate Website. Retrieved 16 August 2010, from http://www.apple.com/
Brown, T. (2008). “Design Thinking”. Harvard Business Review. June 2008. Retrieved 10 March 2010, from http://hbr.org/2008/06/design-thinking/ar/1
Buchanan, R. (2001). “Design Research and the New Learning”. Design Issues. Autumn 2001, Vol. 17, No. 4, Pages 3–23.
Gould, J.D. & Lewis, C. (1985). Designing for Usability: Key Principles and What Designers Think. Communications of the ACM March 198.5 Vol. 28 No. 3.
Industrial Designers Society of America (2010). Retrieved 10 March 2010, from http://www.idsa.org/absolutenm/templates/?a=89
Jones, M. (2010). Lead for Service Design and Innovation, IDEO. Interview by Satu Miettinen.
Keinonen, T. (2006). “Introduction to Concept Design”. In Product Concept Design. A Review of the Conceptual Design of Products in Industry. Keinonen, T. & Takala, R. (Eds.) Springer.
Keinonen, T. (2009). “Design Contribution Square”. Advanced Engineering Informatics. 23 (2009). pp 142–148.
Koivisto, M. (2007). Mitä on palvelumuotoilu? Muotoilun hyödyntäminen palvelujen suunnittelussa. Taiteen maisterin lopputyö. Taideteollinen korkeakoulu.
Kone (2010a). Corporate Website. Retrieved 16 August 2010, from http://www.kone.com/
Kone (2010b). Corporate Website. Retrieved 16 August 2010, from http://www.kone.com/corporate/en/lab/design/innovationsdesign/konedeco/Pages/default.aspx
Lehtinen, L. (2010), Assistant Vice President, Service Innovations, KONE Corporation. Interview by Satu Miettinen.
Myyrmanni (2010). Corporate Website. Retrieved 16 August 2010, from http://www.myyrmanni.fi/
Sanders, E. B.-N. (2005). Information. Inspiration and Co-creation. The 6th International Conference of the European Academy of Design. March 29.–31. 2005. University of Arts, Bremen, Germany. August 27, 2010, from http://www.maketools.com/articles-papers/InformationInspirationandCocreation_Sanders_05.pdf
Sato, K. (2009). Perspectives on Design Research. In Poggenpohl, S. & Sato, K. (Eds): Design Integrations: Research and Collaboration. Chicago: The University of Chicago Press.
Valtonen, A. (2007). Redeﬁning Industrial Design: Changes in the Design Practise in Finland. University of Art and Design Helsinki A74. Gummerus Printing.

Graphic design

Gilmore, J. H. & Pine B. J. (2007). Authenticity: What customers really want.Boston, MA: Harvard Business School Press.

Interaction design (further reading)

Designing for Interaction: Creating Innovative Applications and Devices (Voices That Matter) by Dan Saffer. ≥ This is a slim book with a good design approach that nicely covers the basics. Covers some service design too.
Interaction Design: Beyond Human-computer Interaction by Dr Helen Sharp, Professor Yvonne Rogers, and Dr Jenny Preece. ≥ This used to be the bible for interaction design about five years ago. Now in its second edition its still good, but it has its focus upon usability rather than desirability.
The Design of Everyday Things by Don Norman. ≥ This is not a practitioner’s book, but explains some basic principles of interaction design, and why things are the way they are. An easy read, that gives you the big picture.

Social design

Brown, T. (2009). Change By Design. Collins Business.
Martin, Roger L. (2009). Design of Business: Why Design Thinking is the Next. Competitive Advantage. Harvard Business School Press.
O’Toole, R. (2009). Design-Thinking-Learning Essay. Retrieved 16 August 2010, from http://blogs.warwick.ac.uk/inspireslearning/entry/design-thinking-learning_essay/
Kemerling, J. (2010). The Volunteer Design
Chronicles (Lincoln, NE). Retrieved 16 August 2010, from http://www.designobserver.com/changeobserver/entry.html?entry=12768
Rawsthorn, Al. (2009). Design: Trying to Be Responsible and Cutting-Edge, Too. The New York Times: Arts. Retrieved 16 August 2010, from http://www.nytimes.com/2009/12/28/arts/28iht-design28.html?_r=1
ColaLife: http://colalife.org/blog

Strategic management

Kim, W. C., & Mauborgne, R. (2004). Blue Ocean Strategy. Harvard Business Review. October. 76–85.
Kim, W. C., & Mauborgne, R. (2005). Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant. Boston (MA): Harvard Business School Press.
Martin, R. (2007). The Opposable Mind: How Successful Leaders Win Through Integrative Thinking. Boston: Harvard Business School Press, 2007.
Miettinen, S. & Koivisto, M. (2009). Designing Services with Innovative Methods. Helsinki: Taik Publications.
Porter, M. (1979). “How competitive forces shape strategy”. Harvard Business Review, March/April 1979.
Porter, M. (1980). Competitive Strategy. New York: Free Press.
Porter, M. (1985). Competitive Advantage. New York: Free Press.
Zeithaml, Valarie. Selected publications: http://bit.ly/zeithaml

Operations management

Chase, R.B. (1981).
“The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions”. Operations Research, Vol. 29, No. 4, pp. 698–705.
Levitt, T. (1972). “Production Line Approach to Service”. Harvard Business Review, Vol. 50, pp. 41–52.
Sasser Jr., W.E., Olsen, R.P. & Wyckoff, D.D. (1978). Management of Service Operations: Text, Cases and Readings. Boston, MA: Allyn and Bacon, Inc.

Design ethnography

Kelley, T. & Littman, J. (2005). The Ten Faces of Innovation. Doubleday: Random.
Monaghan, J. & Just, P. (2000). Social & Cultural Anthropology: A Very Short Introduction. Oxford: University Press.
Raijmakers, B., Gaver, W. & Bishay, J. (2007). Design Documentaries. Inspiring Design Research Through Documentary Film. Proceedings of DIS2006 conference, State College, Pennsylvania.
Rouch, J. & Morin, E. (1960). “Chronicle of a Summer” (film). Original title in French is “Chronique d’un été”.

The iterative process of service design thinking

Best, K. (2006). Design Management: Managing Design Strategy, Process and Implementation. Lausanne: AVA Publishing SA.
Cameron, E. & Green, M. (2009). Making Sense of Change Management. London: Kogan Page.
Designthinkers (2009). DT 5 Steps Service Innovation Method. Retrieved 2 August 2010, from: http://www.designthinkers.nl
Engine (2009). Engine service design – Our process. Retrieved 2 August 2010, from http://www.enginegroup.co.uk/service_design/v_page/our_process
Hegeman, J. (2008). The Thinking Behind Design. Retrieved 2 August 2010, from http://jamin.org/portfolio/thesis-paper/thinking-behind-design.pdf
live|work (2009). What we do. Retrieved 2 August 2010, from http://www.livework.co.uk/what-we-do
Mager, B. (2009). Service Design. Paderborn: Fink.
Miettinen S, & Koivisto, M. (2009). Designing Services with Innovative Methods. Taik Publications, Helsinki.

AT ONE

Isaksen, S. G., Dorval, K.B. & Treffinger, D.J. (2000). Creative approaches to problem solving (2nd ed.). Dubuque, IA: Kendall/Hunt.
Pine, B.J. & Gilmore, J.H. (1999). The experience economy. Boston: Harvard Business School Press.

Tools

Blogs (in alphabetical order)

Business Model Alchemist: http://www.businessmodelalchemist.com/
Design for Service: http://designforservice.wordpress.com/
Insights Observed: http://noreally.wordpress.com/
Service Design Tools:http://www.servicedesigntools.org/
Design Crux: http://designcrux.netfirms.com/index.html
Think Vitamin: http://thinkvitamin.com/
Smart Storming: http://smartstorming-blog.com/
The Agile Manifesto: http://agilemanifesto.org/
Thoughtbits: http://www.well.com/~mb/thoughtbits/blogger.html
Usability Post: http://www.usabilitypost.com/
Work, Play, Experience: http://workplayexperience.blogspot.com/

People and Organisations (in alphabetical order)

7daysinmylife: http://www.7daysinmylife.com
Adaptive Path: http://www.adaptivepath.com/
Anne Fairbrother: http://annefairbrother.co.uk/
Business Model Generation: http://www.businessmodelgeneration.com/
DesignThinkers: http://www.designthinkers.nl/
Engine: http://www.enginegroup.co.uk
Live Work: http://www.livework.co.uk/
myServiceFellow: http://www.myservicefellow.com/
Snook: http://www.wearesnook.com/
STBY: http://www.STBY.eu
The Design Council: http://www.designcouncil.org.uk/
Work, Play, Experience: http://www.workplayexperience.com/
WQ Usability: http://www.wqusability.com/index.html

Media (in alphabetical order)

Baldridge: http://www.baldrige.com/
Dartmouth Engineer: http://www.dartmouthengineer.com/ 2010/03/engineering-by-design/
The Guardian: http://www.guardian.co.uk/service-design/

Books and papers (in alphabetical order)

Agar, M. H. (1996). The professional stranger: an informal introduction to ethnography, 2nd edition. USA: Academic Press.
Gaver B., Dunne T., Pacenti E., (1999). “Design: Cultural Probes.” Interaction 6(1): 21–29.
Miettinen S, & Koivisto, M. (2009). Designing Services with Innovative Methods, Helsinki: Taik Publications.
Osterwalder, A. & Pigneur, Y. (2009). Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers. Amsterdam: Self Published.
Segelström, F., Raijmakers, B., & Holmlid, S. (2009). Thinking and Doing Ethnography in Service Design. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul.
Shostack, L. (1982). How to Design a Service. European Journal of Marketing (161), 49–63.

Case: NL Agency

DesignThinkers: http://www.designthinkers.nl/
NL Agency – Dutch Ministry of Economic Affairs: http://www.agentschapnl.nl

Case: Mypolice

Snook: http://www.wearesnook.com/
Mypolice: http://www.mypolice.org/
BBC News (2010). Government reviews hundreds of “unnecessary” websites. BBC News – Technology, 25 June 2010, Retrieved 18 August 2010, from http://www.bbc.co.uk/news/10412216
Evenson, S. & Dubberly, H. (2010). Designing for Service: Creating an Experience Advantage. Retrieved 18 August 2010, from http://www.dubberly.com/wp-content/uploads/2010/03/ddo_article_designing_service.pdf
Kershaw, C., Nicholas, S. & Walker, A. (Eds.) (2008). Crime in England and Wales 2007/08. Home Office Statistical Bulletin 07/08. London: Home Office. Retrieved 18 August 2010, from http://www.homeoffice.gov.uk/rds/pdfs08/hosb0708.pdf
Macaskill, M. (2009). Warning over “shop a cop” website: Online forum may be hijacked by disgruntled members of the public making unfounded claims, say police leaders. The Times, 28 June 2009, Retrieved 18 August 2010, from http://www.timesonline.co.uk/tol/news/uk/scotland/article6591191.ece
Nielsen (2010). Led by Facebook, Twitter, Global Time Spent on Social Media Sites up 82% Year over Year. Retrieved 18 August 2010, from http://blog.nielsen.com/nielsenwire/global/led-by-facebook-twitter-global-time-spent-on-social-media-sites-up-82-year-over-year/
Sanders, E. & Simons, G. (2009). A Social Vision for Value Co-creation in Design. Retrieved 3 January 2010, from http://www.osbr.ca/ojs/index.php/osbr/article/view/1012/973

Case: Hello Change

Funky Projects: http://www.funkyprojects.com
Hello Change: http://www.hellochange.net
Jobsite (2008). Insider: SMEs’ £ 69 million recruitment waste. Retrieved 15 August 2010, from http://www.jobsite.co.uk/insider/smes-69million-recruitment-waste-116/
NESTA (2009). Everyday innovation: How to enhance innovative working in employees and organisations. Retrieved 13 August 2010, from http://www.nesta.org.uk/library/documents/Every-day-innovation-report.pdf
Schön, D. (1983). The Reflective Practitioner: How professionals think in action. London: Temple Smith.

Case: UPMC

Carnegie Mellon University – School of Design: http://www.design.cmu.edu/
University of Pittsburgh Medical Center – Center for Quality Improvement and Innovation: http://www.upmc.com

Case: SEB

Transformator: http://www.transformator.net
SEB: http://www.seb.se

Integrating service design thinking and motivational psychology

Brown, T. (2009). Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation. HarperBusiness.
Burns C., Cottam, H., Vanstone C. and Winhall, C. (2006). Red Paper 02: Transformation Design. Design Council, London.
Carver, C. S., & Scheier, M. F. (1998). On the self-regulation of behaviour. New York: Cambridge University Press.
Csikszentmihalyi, M. (1998). Finding Flow: The Psychology of Engagement With Everyday Life. Basic Books.
Deci, E., & Ryan, R. (2004). “Intrinsic need satisfaction: A motivational basis of performance and well-being in two work settings”. Journal of Applied Social Psychology, 34, 2045–2068.
Deci, E., & Ryan, R. (1985a). Intrinsic motivation and self-determination in human behaviour. New York: Plenum.
Ericsson, K. A. (1998). “The Scientific Study of Expert Levels of Performance: General Implications for Optimal Learning and Creativity”. High Ability Studies, 9(1), 75–100.
Kafai Y. B. (1995). Minds in Play: Computer Game Design as a Context for Children’s Learning. Hillsdale, NJ: Lawrence Erlbaum Associates.
Klein, G. (1999). Sources of Power: How People Make Decisions. Cambridge, MA: MIT Press.
Loevlie, L. (2009). How service thinking through design creates new service opportunities. Nordic Service Design Conference, Oslo, Norway.
Polaine, A. (2009). Blueprint+: Developing a tool for Service Design.
Service Design Network Conference, Madeira, Portugal
Reeve, J. (2005). Understanding motivation and emotion (4th ed.). Hoboken, NJ: Wiley
Stickdorn, M. & Schneider, J. (2009). MyServiceFellow. Experience Service Design Conference, Kuopio, Finland.
White, R. W. (1959). Motivation reconsidered: The concept of competence. Psychological Review, 66, 297–333.

Service design research

Akama, Y. (2009). Warts-and-all: the real practice of service design. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Akiyama, Y., Shimomura, Y., & Arai, T. (2009). A Method of Supporting Conflict Resolution for Designing Services. 1st CIRP Industrial Product-Service Systems (IPS2) Conference, (pp. 54–61). Cranfield, UK.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing 56(2), 56–71.
Blomkvist, J., & Holmlid, S. (2009). Examplars in Service Design. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Burns, C., & Winhall, J. (2006).
The Diabetes Agenda. London, UK: Design Council.
Burns, C., Cottam, H., Vanstone, C., & Winhall, J. (2006). Transformation Design. London, UK: Design Council.
Candi, M., & Saemundsson, R., J. (2008). “How different? Comparing the use of design in service innovation in Nordic and American new technology-based firms”. Design Studies 29: 478–499
Carr, V., Sangiorgi, D., Büscher, M., Cooper, R. & Junginger, S. (2009). Clinicians as service designers? Reflections on current transformation in the UK health services. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Cautela, C., Rizzo, F., & Zurlo, F. (2009).
Service Design Logic: An approach based on the different service categories. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Clatworthy, S. (2009). Bridging the gap between brand strategy and customer experience. The target experience tool. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Combined Systems. Design Research Society Conference, DRS 2008. Sheffield, UK.
Cooper, A., Reimann, R., & Dubberly, H. (2003). About Face 2.0: the Essentials of Interaction Design. John Wiley & Sons, Inc.
de Borba, G. S., & Remus, B. d. (2009). Service Design: A Study of the Innovation Process in Brazilian Soccer Clubs. 8th European Academy of Design Conference, (pp. 61–66). Aberdeen, UK.
Diana, C., Pacenti, E., & Tassi, R. (2009). Visualtiles – Communication tools for (service) design. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Erlhoff, M., Mager, B., & Manzini, E. (1997). Dienstleistung braucht Design – Professioneller Produkt- und Markenauftritt für Serviceanbieter. Berlin, Germany: Hermann Luchterhand Verlag GmbH.
Evenson, S. (2005). Designing for Service. Proceedings of DPPI. Eindhoven, Netherlands.
Frayling, C. (1993). Research in Art and Design. Royal College of Art Research Papers, 1(1):1–5.
Gloppen, J. (2009). Service Design Leadership. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Gong, M., Suteu, I. M., & Shen, J. (2009). Chita 08: Colloborative Service and Mobile Communication: A Service Design Workshop on Chinese Sustainable Lifestyles and Inter-Culture Experiences. 8th European Academy of Design Conference, (pp. 174–179). Aberdeen, UK.
Han, Q. (2009). Managing Stakeholder Involvement in Service Design: Insights from British service designers. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Holmlid, S. (2007). Interaction design and service design: Expanding a comparison of design disciplines. Nordic Design Research Conference, NorDes 2007. Stockholm, Sweden.
Holmlid, S. (2009). Participative, co-operative, emancipatory: From participatory design to service design. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Jonas, W., Chow, R., & Schaeffer, N. (2009). Service Design Descriptors: A Step TowardRigorous Discourse. 8th European Academy Of Design Conference. Aberdeen, UK.
Jung, M. J., Nam, K. Y., & Yu, H. (2009). Design as the Integrator in Service-Product Systems: With cases on Public Bike Rental Systems. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Jung, M., J., Nam, K., Y. (2008). Design Opportunities in Service-Product
Junginger, S., & Sangiorgi, D. (2009). Service Design and Organizational Change: Bridging the Gap Between Rigour and Relevance. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Kaario, P., Vaajakallio, K., Lehtinen, V., Kantola, V., & Kuikkaniemi, K. (2009). Someone Else’s Shoes – Using Role-Playing Games in User-Centered Service Design. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Kim, Y. S., Wang, E., Lee, Y. C., & Cho, Y. C. (2009). A Product-Service System Representation and Its Application in a Concept Design Scenario. 1st CIRP Industrial Product-Service Systems (IPS2) Conference, 1–2 April 2009 (pp. 32–39). Cranfield, UK.
Kimbell, L. (2009). Insights from Service
Design Practice. 8th European Academy of Design Conference, (pp. 249–253).
Aberdeen, UK.
Kimbell, L., & Siedel, P. (2008). Designing for Services – Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-based Enterprises. Oxford, UK: Saïd Business School.
Kronqvist, J., & Korhonen, S.-M. (2008). Co-Designing Sustainable Solutions – Combining Service Design and Change Laboratory. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Lee, M. K., & Forlizzi, J. (2009). Designing Adaptive Robotic Services. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Maffei, S., Mager, B., & Sangiorgi, D. (2005). Innovation through Service Design. From Research and Theory to a Network of Practice. A Users’ Driven Perspective. Joining Forces. Helsinki, Finland.
Mager, B. (2004). Service design: A review. Cologne, Germany: KISD.
Manzini, E. (1993). Il Design dei Servizi. La progettazione del prodotto-servizio. Design Management (7).
March, W., & Raijmakers, B. (2008). Designing in the Street: Innovation In-Situ. Proceedings of DRS2008, Design Research Society Biennial Conference. Sheffield, UK.
Miettinen, S. (2009). Prototyping Social Design in Finland and In Namibia: Service Design as a Method for Designing Services for Wellbeing. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Morelli, N. (2002). Designing Product/Service Systems: A Methodological Exploration. Design Issues, 18(3): 3–17.
Morelli, N. (2003). Product-service systems, a perspective shift for designers: A case study: the design of a telecentre. Design Studies 24: 73–99.
Morelli, N. (2009). Service as Value co-production: reframing the service design process. Journal of Manufacturing Technology and Management, 20 (5), 568–590.
Pacenti, E. (1998). Il progetto dell’interazione nei servizi. Un contributo al tema della progettazione dei servizi. (Vol. PhD thesis in Industrial Design). Milan, Italy: Politecnico di Milano.
Pacenti, E., & Sangiorgi, D. (2010). Service Design research pioneers: An overview of Service Design research devoloped in Italy since the ’90s. Design Research Journal 2010 (1), 26–33.
Parker, S., & Heapy, J. (2006). The Journey to the Interface. London, UK: Demos.
Penin, L., & Tonkinwise, C. (2009). The Politics and Theatre of Service Design. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Pinhanez, C. (2009). Services as Customer-Intensive Systems. Design Issues, 25 (2), 3–13.
Popovic, V.,Kraal, B. J., & Kirk, P. J. (2009). Passenger experience in an airport: an activity-centred approach. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Prendiville, A. (2009). “Love Lewisham”, improving stakeholder satisfaction in local government service: A case study of strategic public sector service innovation. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Raijmakers, B., van Dijk, G., Lee, Y., & Williams, S. A. (2009). Designing Empathic Conversations for Inclusive Design Facilitation. Include 2009. London, UK.
Sangiorgi, D. (2004). Il Design dei servizi come Design dei Sistemi di Attività. La Teoria dell’ Attività applicata alla progettazione dei servizi. (Vol. PhD in Industrial Design in Industrial Design). Milan, Italy: Politecnico di Milano.
Sangiorgi, D. (2009). Building Up a Framework for Service Design Research. 8th European Academy Of Design Conference, (pp. 415–420). Aberdeen, UK.
Sangiorgi, D., & Clark, B. (2004). Toward a participatory design approach to service design. Participatory Design Conference, PDC 2004. Toronto, Canada.
Sangiorgi, D., & Holmlid, S. (2009). Rigor in Service Design Research. Special Session in Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Segelström, F. (2009). Communicating through Visualizations: Service Designers on Visualizing User Research. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Segelström, F., & Holmlid, S. (2009). Visualization as tools for research: Service designers on visualisations. Nordic Design Research Conference, NorDes 2009. Oslo, Norway.
Segelström, F., Raijmakers, B., & Holmlid, S. (2009). Thinking and Doing Ethnography in Service Design. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Shostack, L. (1982). How to Design a Service. European Journal of Marketing (161), 49–63.
Shostack, L. (1984). Designing Services that Deliver. Harvard Business Review, 62 (1), 133–139.
Singleton, B. (2009). Services Design in New Territories. Proceedings of the International Association of Societies of Design Research, IASDR 2009. Seoul, Korea.
Sparagen, S. L., & Chan, C. (2008). Service Blueprinting: When Customer Satisfaction Numbers are not enough. International DMI Education Conference. Cergy-Pointose, France.
Stickdorn, M. & Zehrer, A. (2009). Innovation in Tourism. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Tan, L., & Szebeko, D. (2009). Co-designing for dementia: The Alzheimer 100 project. Australasian Medical Journal, 1 (12), 185–198.
Tollestrup, C. (2009). Conceptualising services – developing service concepts through AT-ONE. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
van Dijk, G. (2008). HCI informing Service Design, and visa versa. HCI08 Workshop: HCI and the Analysis and Design of Services. Liverpool, UK.
Vanstone, C., & Winhall, J. (2006). Activmobs. London, UK: Design Council.
Wetter Edman, K. (2009). Exploring Overlaps and Differences in Service Dominant Logic and Design Thinking. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.
Wreiner, T., Mårtensson, I., Arnell, O., Gonzalez, N., Holmlid, S., & Segelström, F. (2009). Exploring Service Blueprints for Multiple Actors: A Case Study of Car Parking Services. First Nordic Conference on Service Design and Service Innovation. Oslo, Norway.

Service design and biophilia

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Image credits

Numbered from left to right / Diagrams and visualisations not stated below refer to the editors
19: Photos by Jakob Schneider.
65/66: Photos by KONE.
71: Illustration by Henry C. Beck, courtesy of London Transport Museum
74/75: Photos by schneiter meier külling AG, courtesy of schneiter meier külling AG http://smek.ch
79: Photos by Christian Richters, courtesy of büro uebele and Christian Richters. http://www.uebele.com

– Client: Projektgesellschaft Neue Messe

– Architect: Wulf & Partner

– Design: Katrin Dittmann (project management), Beate Kapprell, Katrin Häfner, Benedikt Haid, Andreas Uebele

– Product design: Büro für Gestaltung, Diane Ziegler

87: Diagram by Simon Clatworthy, adapted by Jakob Schneider.
91/92: Photos by Tim Dench of TOAD Charity, courtesy of ColaLife http://www.toadcharity.com
97: Diagram by Jakob Schneider based on: Porter, M.E. (1979) “How competitive forces shape strategy “, Harvard Business Review, March/April 1979.
101: Diagram by Jakob Schneider based on: Kim, W. C., & Mauborgne, R. (2005). Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant. Boston (MA): Harvard Business School Press.
105: Table by Kate Blackmon, adapted by Jakob Schneider.
111: Diagram by Geke van Dijk, adapted by Jakob Schneider.
125: Diagram by Damien Newman.
127: Diagram by the British Design Council, adapted by Jakob Schneider.
142/143: Diagram by Jakob Schneider based on www.service-innovation.org (courtesy of Simon Clatworthy).
152/153: Diagram by Jakob Schneider, Marc Stickdorn and STBY.
155: Photos by STBY (courtesy of Deutsche Telekom Creation Center Berlin).
157: Photos by STBY (courtesy of Nokia).
160: Diagram by Jakob Schneider, Marc Stickdorn and STBY
161: Photos by [1] Marc Stickdorn and [2] Lauren Currie.
164/165: Photos and interview materials by [1, 2, 3, 5] STBY (courtesy of Southern Water and ZuidZorg) and [4] Lauren Currie.
167: Diagram by STBY and Jakob Schneider.
170/171: Photos by [1, 4, 5] STBY and Spur (courtesy Deutsche Telekom Creation Center Berlin and Heartlands Cornwall) and [2, 3] Anders Mellbratt.
173: Photos by [1, 2, 3] Marc Stickdorn and [4] Erik Roscam Abbing.
175: Photos by STBY (courtesy of Sony).
177: Photos by Marc Stickdorn.
179: Photos by [1, 3] Arne van Oosterom and [2] STBY (courtesy of Southern Water).
181: Photos by [1] STBY (courtesy of IB-Groep) and [2] Marc Stickdorn.
183: Photo by Spur (courtesy of Deutsche Telekom Creation Center, Berlin).
185: Photos by [1] STBY (courtesy of Sony) and [2] Work, Play, Experience (courtesy of Stimmt AG).
188: Photos by Jakob Schneider (courtesy of Reetta Kerola).
189: Photos by Lauren Currie.
191: Photos by STBY (courtesy of Heartlands Cornwall).
193: Photos by STBY (courtesy of Deutsche Telekom Creation Center, Berlin).
195: Photos by [1, 2] STBY (courtesy of Heartlands Cornwall) and [3] Work, Play, Experience (courtesy of Stimmt AG).
197: Diagram by Jakob Schneider and Marc Stickdorn.
200/201: Photos by [1, 4, 5] STBY (Deutsche Telekom Creation Center, Berlin) and [2, 3] Lauren Currie.
203: Diagram by STBY and Jakob Schneider.
206/207: Diagram by Jakob Schneider and Marc Stickdorn, based on: Service blueprint for Service Design panel, online: http://www.flickr.com/photos/brandonschauer/3363169836/ (courtesy of Brandon Schauer).
209: Photos by Work, Play, Experience (courtesy of Stimmt AG).
211: Diagram by Jakob Schneider and Marc Stickdorn.
213: Pictures by Rannie Turingan, Marc Stickdorn & Patrick Van Der Pijl (all courtesy of Alexander Osterwalder).
220: Logos courtesy of NL Agency and DesignThinkers.
227: Photo by Arne van Oosterom.
232/233: Photos by Arne van Oosterom.
234: Logos courtesy of mypolice and Snook.
240: Photo by Sarah Drummond.
246/247: Photos by Sarah Drummond.
248/249: Photos by Sarah Drummond.
250: Logos courtesy of Hello Change! and Funky Projects.
256: Photo courtesy of Funky Projects.
262/263: Photos courtesy of Funky Projects.
264/265: Photos courtesy of Funky Projects.
266: Logos courtesy of University of Pittsburgh Medical Center and Carnegie Mellon University – School of Design.
276/277: Photos by Jamin Hegeman (courtesy of Carnegie Mellon University – School of Design).
278/279: Photos by Jamin Hegeman (courtesy of Carnegie Mellon University – School of Design).
280: Logos courtesy of SEB and Transformator.
292/293: Photos courtesy of Transformator.
304/307: Diagram by Fergus Bisset adapted by Jakob Schneider.