The following includes some of the suggested reading for the programme Allmendinger, G (2005) ‘Four Strategies for the Age of Smart Services’, Harvard Business Review Bitner, M. J., Ostrom, A.L, and Morgan, F.N. (2008) ‘Service Blueprinting: A practical technique for service innovation’, California Management Review, 50.3, pp. 66-94 Bitner, MJ (1992) ‘Sevicescapes: The impact of Physical Surroundings on Customers and Employees,’ Journal of Marketing British Standard BS 7000-3 (1994) Design management systems: Part 3: Guide to managing service design [N.B., although useful, this is a bit dated – needs revision!] Brown, Tim (2008) ‘Design Thinking’, Harvard Business Review Brown, Tim (2009) Change by Design: How Design Thinking Changes Organisations and Inspires Innovation, HarperBusiness Christensen, Clayton (2004) ‘Cheaper, Faster, Easier: Disruption in the Service Sector’, Journal of Strategy & Innovation Heapy and Parker, (2010) Journey to the interface, Demos Heskett, J (1994) ‘Putting the Service-Profit Chain to Work’, Harvard Business Review Leonard, D and Rayport, J.F. (1997) ‘Spark Innovation through Emphatic Design’, Harvard Business Review, Nov-Dec. Leon, N and Davies, A (2008), ‘The Managed Service Paradox’, IBM Systems Journal Leon, N (2011) ‘Complex City Systems’ IBM Journal of Research and Development Moggeridge, W (2007) Designing Interactions, MIT Press Moritz, S. (2005) Service Design: Practical access to an evolving field, KSID Osterwalder, A (2010) Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers, Wiley Shostak, Lynn (1984) ‘Designing Services that Deliver’, Harvard Business Review Shostack, Lynn (1982) ‘How to Design a Service’, European Journal of Marketing

C (2003) ‘The Lean Service Machine’. Harvard Business Review Young.Swank. including highlighting the delicate organisation issues involved. L (2008) From Products to Services: insights from companies which have embraced the service economy. and how these were handled skilfully] -2– . Wiley Case Study – Service Re-Design: Stroke Care in South Devon [provides a good overview of an effective process.