Hackos, J. T. and Redish, J. C., User and Task Analysis for Interface Design, 1998.
Kim, J. W.(ed.), Introduction of Human Computer Interaction, Ahn Graphics, 2005.
Laurentz, E. and Rawecka, P., Service design in emergency waiting room, 2010, http://www.youtube.com/watch?v=3e2urSZUorc(retrieved Dec 20, 2011).
Moritz, S., Service Design: Practical Access to an Evolving Field. Koln International School of Design, 2005, http://goo.gl/aCIzZ(retrieved Dec 20, 2011).
Norman, D. A., The design of everyday things, Basic Books, 1988.
Rasmussen, J., The role of hierarchical knowledge representation in decision making and system management. IEEE Transactions on Systems, Man and Cybernetics, 15, 234-243, 1985.
Rasmussen, J., Skills, rules, knowledge; signals, signs, and symbols, and other distinctions in human performance models. IEEE Transactions on Systems, Man and Cybernetics, 13, 257-266, 1983.
Rohrer, C. and Dickerson, N., Managing User Experience Strategy, Usability Week 2011, June 13-18, 2011, San Francisco, CA.
Stickdorn, M. and Schneider, J., This is Service Design Thinking, BIS Publishers, 2011.
Vicente, K. J., The Human Factor: Revolutionizing the Way People Live with Technology, Routledge, 2004.
Yoon, S. W., Introduction of Service Design, Korea Institute of Service Promotion, 2011, http://goo.gl/iPEZB(retrieved Dec 20, 2011).