References

Abilla, Pete. “Lean Service: Customer Value and Don’t Waste the Customer’s Time” (Schmula.com, 2010). http://www.shmula.com/lean-consumption-dont-waste-the-customers-time/2760/.

Anthony, Scott et al. The Innovator’s Guide To Growth (Harvard Business Press, 2008).

Berkun, Scott. The Myths of Innovation (O’Reilly, 2007).

Sterling, Bruce. “Cloudwash: The Berg Cloud-Connected Washing Machine,” Wired (Feb, 2014).

Berners-Lee, Tim, James Hendler and Ora Lassila. “The Semantic Web,” Scientific American (2001). http://www.sciam.com/article.cfm?articleID=00048144-10D2-1C70-84A9809EC588EF21andsc=I100322.

Bitner, Mary Jo, Amy L. Ostrom and Felicia N. Morgan. “Service Blueprinting: A Practical Technique for Service Innovation,” Working Paper, Center for Leadership Services, Arizona State University (2007). http://files.g51studio.com/parsons/ServiceBlueprinting.pdf.

Bettencourt, Lance and Anthony W. Ulwick. “The Customer-Centered Innovation Map,” Harvard Business Review (May 2008).

Beyer, Hugh and Karen Holtzblatt. Contextual Design (Morgan Kaufmann, 1997).

Bodine, Kerry. “How To Map Your Customer Experience Ecosystem,” Forrester Reports (May, 2013).

Booz and Co. “Executives Say They’re Pulled in Too Many Directions and That Their Company’s Capabilities Don’t Support Their Strategy” (Feb 2011).

Bringhurst, Robert. The Elements of Typographic Style, version 3.2 (Hartley and Marks, 2008).

British Standards Institution. “BS 7000-3:1994 Design management systems. Guide to managing service design” (BSI, 1994).

Brown, David. “Hugh Dubberly. Supermodeler,” GAIN : AIGA Journal of Design for the Network Economy (2000) http://www.aiga.org/supermodeler-hugh-dubberly/.

Brown, Tim. Change by Design (Harper, 2009).

Browne, Jonathan with John Dalton and Carla O’Connor. “Case Study: Emirates Uses Customer Journey Maps To Keep The Brand On Course” (Forrester Reports, 2013).

Brugnoli, Gianluca. “Connecting the Dots of User Experience,” Journal of Information Architecture (Spring 2009) http://journalofia.org/volume1/issue1/02-brugnoli/jofia-0101-02-brugnoli.pdf.

Carbone, Lewis and Stephan Haeckel. “Engineering Customer Experiences,” Marketing Management (1994). http://www.expeng.com/articles/MM_Winter1994_EngineeringCustomerExperiences.pdf.

Card, Stuart, Jock Mackinlay and Ben Shneiderman (Eds.) Readings in Information Visualization: Using Vision to Think (Morgan Kaufmann, 1999).

Carlzon, Jan. Moments of Truth (Reed Business, 1987).

Charan, Ram. What The Customer Wants You To Know (Portfolio, 2007).

Cheng, Kevin. See What I Mean (Rosenfeld Media, 2012).

Christensen, Clayton. The Innovator’s Dilemma (Harvard Business Press, 1997)

Christensen, Clayton. The Innovator’s Solution (Harvard Business School Press, 2003).

Christensen, Clayton, Scott Cook and Taddy Hall. “Marketing Malpractice: The Cause and the Cure,” Harvard Business Review (Dec 2005).

Christensen, Clayton and Derek van Beyer. “The Capitalist’s Dilemma,” Harvard Business Review (Jun 2014).

Claro Partners. “A guide to succeeding in the Internet of Things” (2014). http://www.claropartners.com/IoTGuide/Guide-to-succeeding-in-the-IoT_Claro%20Partners.pdf.

Colley, Russell. Defining Advertising Goals for Measured Advertising Results. (Association of National Advertisers, 1961).

Constable, Giff. Talking to Humans (2014).

Constantine, Larry. “Essential Modeling: Use Cases for User Interfaces,” ACM Interactions (Apr 1995).

Craik, Kenneth. The Nature of Explanation (Cambridge University Press, 1943).

Danielson, David. “Transitional Volatility in Web Navigation,” IT and Society (1/3, 2003). http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.58.845andrep=rep1andtype=pdf.

David Court, Dave Elzinga, Susan Mulder and Ole Jørgen Vetvik. “The consumer decision journey,” McKinsey Quarterly (Jun 2009). http://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journey.

Desmet, Pieter. Designing Emotions (2002).

Denning, Steve. “Why Building A Better Mousetrap Doesn’t Work Anymore,” Forbes (Feb 2014). http://www.forbes.com/sites/stevedenning/2014/02/28/why-building-a-better-mousetrap-doesnt-work-any-more/.

Denning, Steve. “The Copernican Revolution In Management,” Forbes (2013). http://www.forbes.com/sites/stevedenning/2013/07/11/the-copernician-revolution-in-management/.

“Designing CX.” http://designingcx.com.

Diana Chiara, Elena Pacenti, and Roberta Tassi. “Visualtiles: Communication tools for (service) design,” First Nordic Conference on Service Design and Service Innovation (2009). http://servdes.org/pdf/2009/diana-pacenti-tassi.pdf.

Diller, Steve, Nathan Shedroff and Darrel Rhea. Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences (New Riders, 2005).

Drucker, Peter. The Practice of Management (Harper and Brothers, 1954).

Dubberly, Hugh. “A System Perspective on Design Practice” [Video talk at Carnegie Melon] (2012).  http://vimeo.com/51132200.

Edelman, David. “Branding in the Digital Age: You’re Spending Your Money in All the Wrong Places,” Harvard Business Review (Dec, 2010).

Erwin, Kim. “Consumer Insight Maps: The Map as Story Platform in the Design Process,” Parsons Journal for Information Mapping (Winter, 2011). http://pjim.newschool.edu/issues/2011/01/pdfs/ParsonsJournalForInformationMapping_Erwin-Kim.pdf.

Flom, Joel. “The Value of Customer Journey Maps: A UX Designer’s Personal Journey,” UX Matters (Sept 2011). http://www.uxmatters.com/mt/archives/2011/09/the-value-of-customer-journey-maps-a-ux-designers-personal-journey.php.

Frishberg, Leo and Charles Lambdin. Presumptive Design: Design Provocations for Innovation (Morgan Kaufmann, 2015).

Furr, Nathan and Jeff Dyer. The Innovator’s Method (Harvard Business Review Press, 2014).

Gilmore, James and B. J. Pine II. The Experience Economy (Harvard Business School Press, 1999).

Gilmore, James and B.J. Pine II. Authenticity: What Consumers Really Want (Harvard Business School Press, 2007).

Golub, Harvey, Jane Henry, John L. Forbis, Nitin T. Mehta, Michael J. Lanning, Edward G. Michaels, and Kenichi Ohmae. “Delivering value to customers,” McKinsey Quarterly (Jun 2000). http://www.mckinsey.com/insights/strategy/delivering_value_to_customers.

GfK. “UX Score” http://www.gfk.com/solutions/ux/our-products/ux-measurement/Pages/UX-Score.aspx.

Gothelf, Jeff. “Using Proto-Personas for Executive Alignment,” UX Magazine (May 2012).

Gothelf, Jeff. Lean UX (O’Reilly, 2013).

Gray, Dave et al. Gamestorming (O’Reilly, 2010).

Grocki, Megan. ”How to Create a Customer Journey Map,” UX Mastery (Sep 2014). http://uxmastery.com/how-to-create-a-customer-journey-map/.

Harrington, Richard and Anthony Tjan. “Transforming Strategy One Customer at a Time,” Harvard Business Review (Mar, 2008).

Hobber, Steven and Eric Berkman. Designing Mobile Interfaces (O’Reilly, 2011).

Hohmann, Luke. Innovation Games (Addison-Wesley, 2006).

Holtzblatt, Karen, Jessamyn Burns Wendell and Shelley Wood. Rapid Contextual Design (Morgan Kaufmann, 2004).

Hubert, Lis and Donna Lichaw. “Storymapping: A MacGyver Approach to Content Strategy, Part 2,” UX Matters (Mar 2014). http://www.uxmatters.com/mt/archives/2014/03/storymapping-a-macgyver-approach-to-content-strategy-part-2.php.

Hussain, Sofia. “Designing Digital Strategies, Part 1: Cartography,” UX Booth (Feb 2014). http://www.uxbooth.com/articles/designing-digital-strategies-part-1-cartography/.

Hussain, Sofia. “Designing Digital Strategies, Part 2: Connected User Experiences,” UX Booth (Jan 2015). http://www.uxbooth.com/articles/designing-digital-strategies-part-2-connected-user-experiences/.

Jenkins, John R.G. Marketing and Customer Behaviour (Pergamon Press, 1971).

Kahn, Paul and Julia Moisand. “Patterns that Connect: the Value of Mapping Complex Data Networks,” Information Design Journal (2009). http://www.madpow.com/insights/2013/12/patterns-that-connect-the-value-of-mapping-complex-data-networks.

Kahn, Paul. “Information Architecture for the Web: Applied IA“ [presentation] http://www.slideshare.net/pauldavidkahn/04-appled-ia.

Kalbach, James. Designing Web Navigation (O’Reilly, 2007).

Kalbach, James. “Strategy Blueprint” (2015).

Kaplan, Robert and David Norton. “Having Trouble with Your Strategy? Then Map It,” Harvard Business Review (Sep, 2000). http://www.hbs.edu/faculty/Pages/item.aspx?num=6720.

Kaplan, Robert and David Norton. Strategy Maps (Harvard Business Review Press, 2004).

Kaplan, Robert and David Norton, “Linking the Balanced Scorecard to Strategy,“ (1996). http://www.hbs.edu/faculty/Pages/item.aspx?num=3294.

Katz, Joel. Designing Information (Wiley, 2012).

Kempton, Willett. “Two theories of home heat control,” Cognitive Science (1986).

Kolko, John. “Dysfunctional Products Come from Dysfunctional Organizations,” Harvard Business Review (Jan 2015). https://hbr.org/2015/01/dysfunctional-products-come-from-dysfunctional-organizations.

Kyle, Elizabeth. “With Child: Personal Informative and Pregnancy.” http://www.bethkyle.com/EKyle_Workbook3_Final.pdf.

Philip Johnson-Laird. Mental Models (Harvard University Press, 1983).

Lafley, A.G. and Roger Martin. Playing To Win (Harvard Business Review Press, 2013).

Lavidge, Robert and Gary Steiner. “A Model for Predictive Measurements of Advertising Effectiveness,” Journal of Marketing 25/4 (1961).

Lazonick, William. “Profits Without Prosperity,” Harvard Business Review (Sep 2014).

Lecinski, Jim. ZMOT: Winning the Zero Moment of Truth (Google, 2011). http://ssl.gstatic.com/think/docs/2011-winning-zmot-ebook_research-studies.pdf.

Leinwand, Paul and Cesare Mainardi. The Essential Advantage (Harvard Business Review Press, 2010).

Levitt, Theodore. “Marketing Myopia,” Harvard Business Review (1960). https://hbr.org/2004/07/marketing-myopia.

Lichaw, Donna. Storylines (Rosenfeld Media, 2015).

Løvlie, Lavrans. “Customer Journeys and Customer Lifecycles,” Customer Blah [live|work blog] (Dec 2013). http://liveworkstudio.com/the-customer-blah/customer-journeys-and-customer-lifecycles/.

Manning, Harley and Kerry Bodine. Outside In: The Power of Putting Customers at the Center of Your Business (New Harvest, 2012).

Martin, Karin and Mike Osterling. Value Steam Mapping (McGraw Hill, 2014).

Maurya, Ash. Running Lean (O’Reilly, 2012).

McGrath, Rita Gunther. The End of Competitive Advantage (Harvard Business Review Press, 2013).

Meirelles, Isabel. Design for Information (Rockport, 2013).

Merchant, Nilofer. The New How (O’Reilly, 2009).

McMullin, Jess. “Searching For The Center of Design,” Boxes and Arrows (Sep 2003).

Mintzberg, Henry, Joseph Lampel and Bruce Ahlstrand. Strategy Safari (Free Press, 1998).

Norman, Don. The Design of Everyday Things (1988).

Ogilvie, Tim and Jeanne Liedtka. “Journey Mapping,” Ch. 4 in Designing for Growth (Columbia Business School Publishing, 2011).

O’Reilly, Charles and Michael Tushman. “The Ambidextrous Organization,” Harvard Business Review (Apr 2004). https://hbr.org/2004/04/the-ambidextrous-organization.

Osterwalder, Alexander. Business Model Generation (Wiley, 2010).

Patton, Jeff. User Story Mapping (O’Reilly, 2014).

Polaine, Andy, Lavrans Løvlie and Ben Reason. Service Design (Rosenfeld Media, 2013).

Polaine, Andy. “Blueprint+: Developing a Tool for Service Design” (Service Design Network Conference, 2009). http://www.slideshare.net/apolaine/blueprint-developing-a-tool-for-service-design.

Porter, Michael and Mark R. Kramer. “Creating Shared Value,” Harvard Business Review (Jan 2011). https://hbr.org/2011/01/the-big-idea-creating-shared-value.

Porter, Michael. ”Creating Shared Value, an HBR interview with Michael Porter,” Harvard Business IdeaCasts (Apr 2011) Part 1: https://www.youtube.com/watch?v=F44G4B2uVh4; Part 2: https://www.youtube.com/watch?v=3xwpF1Ph22U.

Rawson, Alex, Ewan Duncan and Conor Jones. “The Truth About Customer Experience,” Harvard Business Review (Sep 2013). https://hbr.org/2013/09/the-truth-about-customer-experience/ar/1.

Fred Reichheld. The Ultimate Question: Driving Good Profits and True Growth (Harvard Business School Press, 2006).

Reis, Eric. Lean Startup (O’Reilly, 2011).

Reynolds, Thomas and Jonathan Gutman. “Laddering theory, method, analysis, and interpretation,” Journal of Advertising Research (1988).

Richardson, Adam. “Using Customer Journey Maps to Improve Customer Experience,” Harvard Business Blog (Nov 2010); and “Touchpoints Bring the Customer Experience to Life,” Harvard Business Blog (Dec 2010).

Risdon, Chris. “The Anatomy of an Experience Map,” Adaptive Path Blog (Nov 2011). http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/.

Risdon, Chris. “Unsucking The Touchpoint.” Adaptive Path Blog (2013). http://www.uie.com/articles/un-sucking-the-touchpoint/.

Rogers, Everett. Diffusion of Innovations, 5th ed. (Free House, 2003).

Sauro, Jeff. “Measuring Usability with the System Usability Scale (SUS),” Measuring U (Feb 2011). http://www.measuringu.com/sus.php.

Schauer, Brandon. ”Exploratorium: Mapping the Experience of Experiments,“ Adaptive Path Blog (Apr 2013). http://adaptivepath.org/ideas/exploratorium-mapping-the-experience-of-experiments.

Schrage, Michael. Who Do You Want Your Customers To Become? (Harvard Business Review Press, Jul 2012).

Schrage, Michael. The Innovator’s Hypothesis (MIT Press, 2014).

Service Design Tools, http://www.servicedesigntools.org.

Shaw, Colin and John Ivens. Building Great Customer Experiences (Palgrave Macmillan, 2002).

Shaw, Colin. The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007).

Shedroff, Nathan. “Bridging Strategy with Design: How Designers Create Value for Businesses,” Interaction South America [presentation] (Nov 2014). https://www.youtube.com/watch?v=64-HpMC1tCw.

Sheth, Jagdish, Bruce Newman and Barbara Gross. Consumption Values and Market Choices (South-Western Publishing, 1991).

Shostack, G. Lynn. “How to Design a Service,” European Journal of Marketing 16/1 (1982).

Shostack, G. Lynn. “Designing Services That Deliver,” Harvard Business Review (1984).

Bjørndal Skjelten, Elisabeth. Complexity and Other Beasts (Oslo School of Architecture and Design, 2014).

Smith, Gene. “Experience Maps: Understanding Cross-Channel Experiences for Gamers,” nForm Blog (Feb 2010). http://nform.com/blog/2010/02/experience-maps-cross-channel-experiences-deliverable-for-gamers.

SUMI, http://sumi.ucc.ie.

Susan Spraragen and Carrie Chan. “Service Blueprinting: When Customer Satisfaction Numbers are not enough.” (International DMI Education Conference, 2008).

Susan Spraragen. “Enabling Excellence in Service with Expressive Service Blueprinting,” Case Study 9 in Design for Services by Anna Meroni and Daniela Sangiorgi (Gower, 2011).

Spengler, Christoph, Werner Wirth and Renzo Sigrist. “360° Touchpoint Management–How important is Twitter for our brand?” Marketing Review St. Gallen (Feb 2010). http://www.accelerom.com/en/wp-content/uploads/2012/10/2010_Marketing-Review_360-degree-Touchpoint-Management.pdf.

Stickdorn, Marc and Jakob Schneider. This is Service Design Thinking: Basics-Tools-Cases (BIS Publishers, 2012).

Tate, Tyler. “Cross-Channel Blueprints: A tool for modern IA,” Tyler Tate blog (Feb 2012). http://tylertate.com/blog/2012/02/21/cross-channel-ia-blueprint.html.

Temkin, Bruce. “Mapping the Customer Journey,” Forrester Reports (Feb 2010).

Temkin, Bruce. “It’s All About Your Customer’s Journey,” Customer Experience Matters (2010). http://experiencematters.wordpress.com/2010/03/04/its-all-about-your-customers-journey/.

Thompson, Ed and Esteban Kolsky. “How to Approach Customer Experience Management” (Gartner Research Reports, 2004). https://www.gartner.com/doc/466017/approach-customer-experience-management.

Tufte, Edward. Envisioning Information (Graphics Press, 1990).

Tufte, Edward. Visual Explanations: Images and Quantities, Evidence and Narrative (Graphics Press, 1997).

Ulwick, Anthony. What Customers Want (McGraw Hill, 2005).

Ulwick, Anthony. “Turn Customer Input into Innovation,” Harvard Business Review (2003). https://hbr.org/2002/01/turn-customer-input-into-innovation/ar/1.

Unger, Russ, Brad Nunnally and Dan Willis. Designing the Conversation (New Riders, 2013).

Walters, Jeannie. “What IS a Customer Touchpoint?” Customer Think blog (Oct 2014). http://360connext.com/customer-touchpoint/.

Williams, Luke. Disrupt (FT Press, 2011).

Womack, James and Daniel Jones. “Lean Consumption,’’ Harvard Business Review (March 2005). https://hbr.org/2005/03/lean-consumption/ar/1.

Womack, James and Daniel Jones. Lean Thinking, 2nd Ed. (Simon and Schuster, 2010).

Wreiner, T., Mårtensson, I., Arnell, O., Gonzalez, N., Holmlid, S, and Segelström, F. “Exploring Service Blueprints for Multiple Actors” (First Nordic Conference on Service Design and Service Innovation, 2009). http://www.ep.liu.se/ecp/059/017/ecp09059017.pdf.

Young, Indi. Mental Models (Rosenfeld Media, 2008).

Young, Indi. Practical Empathy (Rosenfeld Media, 2015).

Young, Indi. “Try the ‘Lightning Quick’ Mental Model Method,” Indi Young Blog (Mar 2010). http://indiyoung.com/the-lightening-quick-method/.

Zeithaml, Valarie, Mar Jo Bitner and Dwayne Gremler. Services Marketing-Integrating Customer Focus Across the Firm, 6th Ed. (McGraw-Hill, 2012).

..................Content has been hidden....................

You can't read the all page of ebook, please click here login for view all page.
Reset
18.222.203.144