Service Design – some readings

I was recently asked about what I thought some of the top readings for service design are – here are my picks:


Shostack, Lynn (1984), “Designing Services that Deliver,” Harvard Business Review, 62 (January-February), 133-39.

Normann, Richard and Rafael Ramirez (1993). “From Value Chain to Value Constellation: Designing Interactive Strategy,” Harvard Business Review, (July–August) 65–77.

Leonard, Dorothy and Jeffrey F. Rayport (1997), “Spark Innovation through Empathic Design,” Harvard Business Review, 75 (November/December), 102-13.


Patrício, L., Fisk, R. P., & e Cunha, J. F. (2008). Designing Multi-Interface Service Experiences The Service Experience Blueprint. Journal of Service Research, 10(4), 318-334.

Spohrer, J., & Kwan, S. K. (2009). Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline-Outline & References. International Journal of Information Systems in the Service Sector (IJISSS), 1(3), 1-31.

Glushko, R. J. (2008). Designing a service science discipline with discipline. IBM systems journal, 47(1), 15-27.

Sakao, T., Shimomura, Y., Sundin, E., & Comstock, M. (2009). Modeling design objects in CAD system for Service/Product Engineering. Computer-Aided Design, 41(3), 197-213.

Kuniavsky, M. (2010). Smart Things: Ubiquitous Computing User Experience Design: Ubiquitous Computing User Experience Design. Morgan Kaufmann.

Weigand, H., Johannesson, P., Andersson, B., & Bergholtz, M. (2009). Value-based service modeling and design: Toward a unified view of services. In Advanced Information Systems Engineering (pp. 410-424). Springer Berlin/Heidelberg.

Hsu, C. (2009). Service science: design for scaling and transformation. Service Science, World Scientific, Singapore.

Glushko, R. J., & Tabas, L. (2009). Designing service systems by bridging the “front stage” and “back stage”. Information Systems and E-Business Management, 7(4), 407-427.

Glushko, R. J. (2010). Seven contexts for service system design. Handbook of service science, 219-249.

Hara, T., Arai, T., & Shimomura, Y. (2009). A CAD system for service innovation: integrated representation of function, service activity, and product behaviour. Journal of Engineering Design, 20(4), 367-388.

Davis, M. M., Spohrer, J. C., & Maglio, P. P. (2011). Guest editorial: How technology is changing the design and delivery of services. Operations Management Research, 4(1), 1-5.

Kannan, P. K., & Proença, J. F. (2010). Design of service systems under variability: research issues. Information Systems and E-Business Management, 8(1), 1-11.

Wittern, E., & Zirpins, C. (2011). On the use of feature models for service design: the case of value representation. In Towards a Service-Based Internet. ServiceWave 2010 Workshops (pp. 110-118). Springer Berlin/Heidelberg.

Yass, A. A., Yaseen, N. M., Zaidan, B. B., Zaidan, A. A., & Jalab, H. A. (2010). SSME architecture design in reserving parking problems in Malaysia. Afr. J. Bus. Manage, 4(18), 3911-3923.

Edvardsson, B., Ng, G., Min, C. Z., Firth, R., & Yi, D. (2011). Does service-dominant design result in a better service system?. Journal of Service Management, 22(4), 540-556.

Tan, Y. H., Hofman, W., Gordijn, J., & Hulstijn, J. (2011). A Framework for the Design of Service Systems. Service Systems Implementation, 51-74.

Mogre, R., Gadh, R., & Chattopadhyay, A. (2009). Using Survey Data to Design a RFID Centric Service System for Hospitals. Service Science, 1(3), 189-206.

Voss, C., & Hsuan, J. (2011). Service Science: The Opportunity to Re-think What We Know About Service Design. The Science of Service Systems, 231-244.

Alter, S. (2011). Metamodel for service design and service innovation: Integrating service activities, service systems, and value constellations. ICIS 2011 Proceedings.

Tung, W. F., Yuan, S. T., & Tsai, J. R. (2009). A custom collaboration service system for idea management of mobile phone design. Human Factors and Ergonomics in Manufacturing & Service Industries, 19(5), 494-509.

Multisilta, J. (2009). A service science perspective on the design of social media activities. International Journal of Web Engineering and Technology, 5(3), 327-342.

Choi, G. H., & Choi, G. S. (2009, June). Design of Service System Framework for Web-Based Monitoring and Control of Indoor Air Quality (IAQ) in Subway Stations. In New Trends in Information and Service Science, 2009. NISS’09. International Conference on (pp. 659-663). IEEE.

Carrubbo, L. (2010). Service Science, Management, Engineering and Design and Its Suggestions for Destination Management. Proceedings of 13th Convegno TOULON.

Tung, W. F., Yuan, S. T., Wu, Y. C., & Hung, P. (2012). Collaborative service system design for music content creation. Information Systems Frontiers, 1-12.

Fei, Z., Xu, H., Weisheng, X., & Qidi, W. (2009, September). Analysis and Design of Web-Based Intelligence Mining Service System. In Management and Service Science, 2009. MASS’09. International Conference on (pp. 1-4). IEEE.

Lessard, L., & Yu, E. (2012). Service systems design: An intentional agent perspective. Human Factors and Ergonomics in Manufacturing & Service Industries.

Forlizzi, J., Zimmerman, J., & Dow, S. (2011, June). Families and services: understanding opportunities for co-production of value in service design. In Proceedings of the 2011 Conference on Designing Pleasurable Products and Interfaces (p. 66). ACM.

Tung, W. F., Yuan, S. T., & Chi, H. S. (2009, August). iInteriorDesign: a collaborative service system approach towards constructive value co-creation. In Proceedings of the 11th International Conference on Electronic Commerce (pp. 29-37). ACM.

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