Designing Services That Deliver.¶
Shostack, G. L. (1984). Designing Services That Deliver. Harvard Business Review, 62(1), 133-139.
Cited by¶
4 citations across 4 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).
Mechanisms¶
- 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 sourceIt is the natural script a walkthrough enacts and revises.
- 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.
- 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¶
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