This is one of the Springer Series on Service Science books.  Congratulations to Mairi, Glenn and Jannis!

http://www.iijiij.com/2011/04/09/the-iij-top-20-upcoming-design-books-for-innovators-08384

Here;’s a link to the book http://www.amazon.co.uk/Service-Design-Delivery-Science-Innovations/dp/1441983201/ref=sr_1_18?s=books&ie=UTF8&qid=1302290048&sr=1-18