Conference article

Published Research vs. Business Reality: Towards a Common Understanding of Customer Journey Mapping

Markus Edgar Hormeß
WorkPlayExperience, Germany

Marc Stickdorn
smaply, myServiceFellow, Austria

Download article

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

Linköping Electronic Conference Proceedings 99:51, p. 457-459

Show more +

Published: 2014-06-25

ISBN: 978-91-7519-280-2

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

No abstract available

Keywords

No keywords available

References

Aebersold; R.; Polaine; A.; & Schäfer; A. (2010). Blueprint+: Developing a tool for designing and managing service processes. Proceedings of AMA SERVSIG 2010. Porto; Portugal.

Bitner; M. J.; Ostrom; A. L.; & Morgan; F. N. (2008). Service Blueprinting: A practical Technique for Service Innovation. California Management Review; 50(3); 66-94.

Carroll; J. M. (1999). Scenario-Based Design: Envisioning Work and Technology in System Development. New York: John Wiley & Sons.

Cooper; A.; Reimann; R.; & Cronin; D. (2007). About Face 3 - The Essentials of Interaction Design. Indinanapolis; IN; USA: Wiley Publishing.

Goodwin; K. (2009). Designing for the Digital Age: How to create human-centred products and services. Indianapolis; IN; USA: Wiley Publishing.

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.

Citations in Crossref