Ravintola- ja tapahtumaliiketoiminta & palvelumuotoilu: Service Design

• Touchpoint

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  A journal published by Service Design Network. Downloadable articles available for Laurea students & staff
• Journal of Service Research

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  A peer-reviewed journal on services, available via Finna.
• International Journal of Design

  Open Access journal covering different fields of design.
• Managing Service Quality

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• Journal of Service Management

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  Journal of Service Management focuses on service management research publishing papers showing a unique and significant contribution to service literature while providing a resource for those working across the full spectrum of service management field irrespective of discipline.
• Journal of Service Theory and Practice

  Journal of Service Theory and Practice aims to publish research in the field of service management that makes a theoretical contribution to the service research literature, as well as positively impacting on industry practices by offering specific recommendations and action plans.

• Brown, Tim (2008) Design Thinking. Harvard Business Review, June, 84-95.
• Buchanan, Richard (1996) Wicked Problems in Design Thinking. Download Wicked Problems in Design Thinking.In Margolin, V. & Buchanan, R. The Idea of Design. A Design Issues Reader. Cambridge: The MIT Press.
• Carlgren, L., Rauth, I. & Elmquist., M. (2016). Framing Design Thinking: The Concept in Idea and Enactment. Links to an external site.Creativity and Innovation Management, Vol. 25, Nr. 1. 38-57.
• Dunne, D. & Martin, R. (2006) Design Thinking and How It Will Change Management Education:Links to an external site. An Interview and Discussion. Academy of Management Learning & Education, 2006, Vol. 5, No. 4, 512–52.
• Johansson-Sköldber, U., Woodilla, J. and Çetinkaya, M. (2013). Design Thinking: Past, Present and Possible FutureLinks to an external site..Links to an external site. Creativity and Innovation Management, Vol. 22, Nr. 2. 121-146.
• Kimbell, L. (2011). Rethinking Design Thinking: Part 1 Download Rethinking Design Thinking: Part 1. Design & Culture, Vol. 3 (3). 285-306.
• Kimbell, L. (2012). Rethinking Design Thinking: Part 2. Download Rethinking Design Thinking: Part 2.Design & Culture, Vol. 4 (2). 129-148.
• Kolko, J. (2015) Design thinking comes of age. The approach, once used primarily in product design, is now infusing corporate culture.Links to an external site. Harvard Business Review September 2015, 66-71.
• Kouprie, M & Sleeswijk Visser, F. (2009) A framework for empathy in design: stepping into and out of the user’s lifeLinks to an external site. in Journal of Engineering Design Vol. 20, No. 5, October 2009, 437–448

• Ojasalo, K.; Ojasalo, J., 2015. Adapting Business Model Thinking to Service Logic: An Empirical Study on Developing a Service Design Tool. In: THE NORDIC SCHOOL: Service Marketing and Management for the Future. Hanken.
• Blomkvist, J., 2014. Representing Future Situations of Service-Prototyping in Service Design. Doctoral dissertation. Linköping, Sweden: Linkoping University Studies in Arts and Science
• Brandt, E., 2006. Designing Exploratory Design Games: A Framework for Participation in Participatory Design? Proceedings of the ninth conference on participatory design (PDC 2006). New York: ACM Press, 57–66.
• Brandt, E., 2007. How Tangible Mock-Ups Support Design Collaboration. Knowledge, Technology & Policy, Vol. 20 (No. 3), Springer Science + Business Media B.V, 179–192.
• Díaz-Kommonen, L. Reunanen, M. & Salmi, A., 2009. Role playing and collaborative scenario design development. Proceedings of International Conference on Engineering Design (ICED’09). Stanford University, Stanford, CA, USA: The Design Society, 79–86.
• Vaajakallio, K., Lehtinen, V., Kaario, P., Mattelmäki, T., Kukkaniemi, K. & Kantola, V., 2010b. Someone Else’s Shoes – Using Role-Playing Games for Empathy and Collaboration in Service Design. Swedish Design research Journal. Vol.1 (No. 10) special issue

• Prahalad, C.K. & Ramaswamy, V., 2004. Co-creating unique value with customers. Strategy & Leadership, Vol. 32, No. 3, pp. 4-9. (pdf)
• Prahalad, C.K. & Ramaswamy, V., 2004. Co-creation experiences: the next practice in value creation. Journal of Interactive Marketing, Vol. 18, No. 3, Summer, pp. 5-14.
• Ramaswamy, V.,2011. It’s about human experiences … and beyond, to co-creation. Industrial Marketing Management, Vol. 40, pp. 195-196.
• Haltia-Nurmi, M., Vainio, M. & Keränen, K., 2021. Yhteiskehittämisen ABC - Askeleet yhteiskehittämiseen Espoon oppimisympäristöissä. City of Espoo & 6Aika.
• Grönroos, C., 2008. Service logic revisited: who creates value? And who co-creates? European Business Review, Vol. 20, No. 4, pp. 298-314.
• Grönroos C. & Voima, P., 2012. Critical service logic: making sense of value creation and co-creation, Journal of the Academy of Marketing Science, published online, 14 June, 2012.
• Aarikka-Stenroos, L. & Jaakkola, E., 2012. Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process. Industrial Marketing Management, Vol. 41, No. 1, pp. 15-26.
• Archpru Akaka, M. & Chandler, J.D., 2011. Roles as resources: A social roles perspective of change in value networks. Marketing Theory, Vol. 11, No. 3, pp. 243-250.
• Geraerdts, R., 2012. Customer value creation: A journey in the search of excellence. Industrial Marketing Management, Vol. 41, pp. 11-12.
• Grönroos, C., 2008. Service logic revisited: who creates value? And who co-creates? European Business Review. Vol. 20, No. 4, pp. 298-314.
• Grönroos, C., 2011. A service perspective on business relationships: The value creation, interaction and marketing interface. Industrial Marketing Management, Vol. 40, pp. 240-247.
• Grönroos, C. and Voima, P., 2013. Critical service logic: making sense of value creations and co-creation. Journal of the Academy of Marketing Science, 41, 133-150.
• Payne, A.F., Storbacka, K. & Frow P., 2008. Managing the co-creation of value. Journal of the Academy of the Marketing Science, 36, 83-96.
• Ramaswamy, V., 2011. It’s about human experiences … and beyond, to co-creation. Industrial Marketing Management, Vol. 40, pp. 195-196.
• Salomonson, N., Åberg, A. & Allwood, J., 2012. Communicative skills that support value creation: a study of B2B interactions between customers and customer service representatives. Industrial Marketing Management, Vol. 41, pp. 145-155.
• Vargo, S.L., Maglio, P.P. & Akaka, M.A., 2008. On value and value co-creation: A service systems and service logic perspective. European Management Journal, Vol. 26, No. 3, pp. 145-152.
• Grönroos, C., 2011. Value co-creation in service logic: A critical analysis. Marketing Theory, Vol. 11, No. 3, pp. 279-301.
• Nordstokka, K., 2011. Co-creation Guide - Realising Social Innovation together. Social Innovation eXchange (SIX), Knowledgeland & Dialogue Café publication.
• Andreassen, T. W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B., & Colurcio, M. (2016). Linking service design to value creation and service research. Journal of Service Management, 27(1), 21-29.

• Lynn G. Shostack 1977. Breaking Free from Product Marketing, in Journal of Marketing (pdf)
• Shostack , Lynn G. 1984. Designing services that deliver in Harvard Business Review
• Bitner, Mary Jo, Ostrom, Amy L., Morgan, Felicia N. 2007. Service Blueprinting: A Practical Tool for Service Innovation, Centre for Services Leadership, Arizona State University, paper. (pdf)
• Gersch, M., Hewing, M. & Schöler, B. 2011. Business process blueprinting – an enhanced view on process performance, Business Process Management Journal, Vol. 17, No. 5, pp. 732-747.

• Lusch, R.F. & Vargo, S.L., 2006. Service-dominant logic: reactions, reflections and refinements. Marketing Theory, Vol. 6, No. 3, pp. 281-288.
• Lusch, R.F. & Vargo, S.L. & O’Brien, M., 2007. Competing through service: insights from service-dominant logic. Journal of Retailing, Vol. 83, No. 1, pp. 5-18.
• Lusch, R.R., Vargo, S.L. & Wessels, G., 2008. Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal, Vol. 47, No. 1, pp. 5-14.
• Voima, P., Heinonen, K. & Strandvik, T., 2010. Exploring customer value formation – A customer dominant logic perspective. Hanken School of Economics, Working Papers, 552.
• Aitken, R., Ballantyne, D., Osborne, P. & Williams, J., 2006. Introduction to the special issue on the service-dominant logic of marketing: insights from The Otago Forum. Marketing Theory, Vol. 6, No. 3, pp. 275-280.
• Ballantyne, D. & Varey, R.J., 2008. The service-dominant logic and the future of marketing. Journal of the Academy of Marketing Science, Vol. 36, No. 1, pp. 11-15.
• Ballantyne, D., Williams, J. & Aitken, R., 2011. Introduction to service-dominant logic: From propositions to practice. Industrial Marketing Management, Vol. 40, pp. 179-180.
• Grönroos, C. & Ravald, A., 2011. Service as business logic: implications for value creation and marketing. Journal of Service Management, Vol. 22, No. 1, pp. 5-22.

• Multi-stakeholder co-creation

  List of references created in Co-Creation Orchestration project in December 2021.
• Co-Creation Orchestration Resources

  List of references created in Co-Creation Orchestration project in May 2021.

• Service Design books in Laurea Library

  Service Design books in Laurea Library via Finna, new items first.
• Service Design Books

  A co-created library of recommended reading for service designers. Most of the books can be found in Laurea Library. Formal books on service design are few and far between but many skills and values can be found elsewhere, scattered across disciplines. You just have to know where to look. Add your perspective by recommending books service designers should read, or by seconding an existing recommendation.

• Thaler & Sunstein, 2008. Nudge: Improving Decisions About Health, Wealth, and Happiness (pdf)
• Sunstein, Cass R., 2014. Nudging: A Very Short Guide, 37 J. Consumer Pol'y 583.
• Design Incubation Centre - Nudge Tool Kit.
• Mari Gloppen Hunnes: Nudging: How human behavior is affected by design

• ServDes, the Service Design and Innovation conference

  Archive from the past conferences includes a large number of academic contributions on different aspects of service design.
• Service Design Network

  The Service Design Network (SDN) is the platform to connect you with like-minded passionate service designers from companies, agencies and universities, and with curious innovators who embrace and apply this approach for the better of their organisations and for people.
• Service Design Tools

  Result of the research activity done by Roberta Tassi during her graduation thesis, further developed within the framework of the cooperation between DensityDesign research group at INDACO Department - Politecnico di Milano and DARC - the Research & Consulting Center of Domus Academy. Very useful for finding good articles on methods.

• Almqvist, F. (2020). Service design in the later phases: Exploring user insights, handovers, and service design roadmapping in the transition from service concept to implemented service. CON-TEXT.
• Blomkvist, J. (2014). Representing Future Situations of Service: Prototyping in Service Design. Linköping Studies in Arts and Science, Dissertation No.618. Linköping, Sweden: Linköping University Electronic Press.
• Clatworthy, S. (2013). Design support at the front end of the New Service Development (NSD) process. Doctoral thesis, Oslo, Norway: The Oslo School of Architecture and Design.
• Han, Q. (2010). Practices and principles in service design: stakeholders, knowledge and community of service. Doctoral thesis, Lowlands: University of Dundee.
• Mattelmäki, T. (2006) Design Probes. Dissertation. University of Art and Design, Helsinki
• Raun, L. (2017). Designing for service change: A study on how designers address implementation during service design projects for hospitals. Aalborg Universitetsforlag. Ph.d.-serien for Det Tekniske Fakultet for IT og Design, Aalborg Universitet.
• Rodrigues, V.E. (2020). Designing for resilience: Navigating change in service systems. Doctoral thesis, Linköping University.
• Secomandi, F. (2012). Interface matters: Postphenomenological perspectives on service design. Doctoral thesis, TU Delft, The Netherlands.
• Segelström, F. (2013), Stakeholder engagement for service design, Doctoral dissertation, Linköping University.
• Singleton, B. (2014). On craft and being crafty. Doctoral thesis, Newcastle: Northumbria University.
• Vaajakallio, K. (2012). Design games as a tool, a mindset and a structure. Dissertation. Aalto University, Helsinki
• Vink, J. (2019). In/visible - Conceptualizing service ecosystem design, Doctoral thesis, Karlstad University.
• Weisser, T. (2018). Systemische Betrachtung der Einflussfaktoren bei der Implementierung von Produkt und Service Design-Systemen [Systemic analysis of the influencing factors when implementing product and service design systems]. Doctoral thesis, The Brau
• Wetter-Edman, K. (2014). Design for Service: A framework for articulating designers’ contribution as interpreter of users’ experience, Doctoral thesis, University of Gothenburg.