Designing Services That Deliver.¶
Shostack, G. L. (1984). Designing Services That Deliver. Harvard Business Review, 62(1), 133-139.
Cited by¶
8 citations across 8 artifacts.
Each citation links to the sentence it supports in the citing article.
Primes¶
- Script
- story comprehension and default inference in language understanding run on script-like representations. Service design and UX. Customer journey maps are scripts: step-ordered sequences with role-slots (customer, agent, system), preconditions (account state, prior step completion), and variations (express versus full path, error branches).
This sourceIntroduces the service blueprint — a step-ordered map of a service with role-slots (customer, contact staff, systems), preconditions, and failure/variation points.
- story comprehension and default inference in language understanding run on script-like representations. Service design and UX. Customer journey maps are scripts: step-ordered sequences with role-slots (customer, agent, system), preconditions (account state, prior step completion), and variations (express versus full path, error branches).
Domain-specific¶
Mechanisms¶
- Alternate-Face Utilization
- Alternate-Face Utilization assigns the customer-facing role to the street face and the service role to the alley face — the classic front-of-house / back-of-house split.
This sourceIntroduces the front-stage/back-stage service split across a line of visibility between customer-facing and supporting work.
- Alternate-Face Utilization assigns the customer-facing role to the street face and the service role to the alley face — the classic front-of-house / back-of-house split.
- Service-Blueprint Script
- It descends from Lynn Shostack's service blueprint, the origin of laying a service's frontstage and backstage against a timeline with a line of visibility.
This sourceIntroduces service blueprinting as a time-based diagram separated by a line of visibility between customer-visible and hidden service activities.
- It descends from Lynn Shostack's service blueprint, the origin of laying a service's frontstage and backstage against a timeline with a line of visibility.
- Service Deviation Journey Audit
- Reconstructing the true cross-team path — the discipline behind service blueprinting — is what makes the interface losses visible.
This sourcePresents service blueprinting as a cross-functional map of the service process that exposes interfaces and potential failure points.
- Reconstructing the true cross-team path — the discipline behind service blueprinting — is what makes the interface losses visible.
- Service Walkthrough
- One staff member plays the guest; the front-desk agent, the bellhop, and a housekeeper enact the sequence with a service blueprint taped to the wall showing every step and handoff.
This sourceUses service blueprinting to make dependencies and potential service failures visible.
- One staff member plays the guest; the front-desk agent, the bellhop, and a housekeeper enact the sequence with a service blueprint taped to the wall showing every step and handoff.
- Swimlane or Service Blueprint
- The named anchor it operationalizes is the line of visibility from service design, which forces invisible support work into view.
This sourceIntroduces the line of visibility from service design as a way to bring invisible support work into view.
- The named anchor it operationalizes is the line of visibility from service design, which forces invisible support work into view.
- User Journey Diagnostics
- Formalizing the path as a service blueprint
This sourcePresents service blueprinting as an explicit visual description of a service process that exposes its stages and potential failure points.
- Formalizing the path as a service blueprint
Verification¶
Does it exist? Not checked yet. This entry carries no identifier to resolve. It was extracted from the citation as written in the article, normalized, and deduplicated against the rest of the registry.
Does it back the claim? Not recorded. Neither this nor any other of the 8 citations of this work carries a recorded support check.
Was it audited? Yes. A second, independent pass read the citation against the article text and recorded a verdict.
Support is checked per citation rather than per work — the same source can be cited soundly in one article and wrongly in another. Per-citation recording began recently, so a citation with no recorded check is a gap in the record rather than evidence it went unchecked.
See how references were verified.
Registry ID ref:8314e21e6391 · see in the full table