Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping
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Title:
Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping
Author:
Markus Edgar Hormeß: WorkPlayExperience, Germany Marc Stickdorn: smaply, myServiceFellow, Austria
Download:
Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
051
Pages:
457-459
No. of pages:
3
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Markus Edgar Hormeß, Marc Stickdorn
Title:
Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping
References:

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Koivisto; M. (2009). Frameworks for structuring services and customer experiences. In S. Miettinen; & M. Koivisto; Designing Services with Innovative Methods (pp. 136-149). Keuruu; Finland: Kuopio Academy of Design.


Parker; S.; & Heapy; J. (2006). The Journey to the Interface. London: Demos Polaine; A. (2009). Blueprint+: Developing a Tool for Service Design. Paper presented at Service Design Network Conference 2009. Madeira; Portugal.


Segelström; F. (2013). Stakeholder Engagement for Service Design: How service designers identify and communicate insights. PhD Thesis; Department of Computer and Information Science; Linköping University. Linköping Studies in Arts and Sciences No. 586; online: http://liu.diva-portal.org/smash/get/diva2:647878/FULLTEXT03.pdf.


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.


Sparagen; S. L.; & Chan; C. (2008). Service Blueprinting: When Customer Satisfaction Numbers are not enough. Paper presented at International DMI Education Conference. Design Thinking: New Challenges for Designers; Managers and Organizations. Cergy-Pointose; France.


Stickdorn; M. & Hormeß; M. (2012). Bridging the gap: A framework to seamlessly move between Service Design and Business; Paper presented at ServDes.2012 Conference.


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. Proceedings First Nordic Conference on Service Design and Service Innovation. Oslo; Norway.

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Markus Edgar Hormeß, Marc Stickdorn
Title:
Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping
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