References
- L. Patricio, R. P. Fisk and J. F. Cunha, "Designing Multi-Interface Service Experiences: The Service Experience Blueprint," Journal of Service research, Vol. 10, 4, pp. 318-334, May 2008. https://doi.org/10.1177/1094670508314264
- L. Patricio and J. F. Cunha, "Requirements engineering for multi-channel services: the SEB method and its application to a multi-channel bank," Requirements Engineering, Vol. 14, pp. 209-227, July 2009. https://doi.org/10.1007/s00766-009-0082-z
- L. Patricio, R. P. Fisk, J. F. Cunha and L. Constantine, "Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting," Journal of Service research, Vol. 14, 2, pp. 180-200, May 2011. https://doi.org/10.1177/1094670511401901
- S. L. Vargo and R. F. Lusch, "Evolving to a New Dominant Logic for Marketing," Journal of Marketing, Vol. 68, 1, pp. 1-17, Jan. 2004.
- H.-J. Bullinger, K.-P. Fahnrich, and T. Meiren, "Service engineering- methodical development of new service products", Int. J. Production Economics, Vol. 85, pp. 275-287, Sep. 2003. https://doi.org/10.1016/S0925-5273(03)00116-6
- B. Edvardsson and J. Olsson, "Key concept for new service development," The Service Industries Journal, Vol. 16, 2, pp. 140-164, 1996. https://doi.org/10.1080/02642069600000019
- C. T. Ennew and M. R. Binks, "Good and bad customers: the benefits of participating in banking relationship," International Journal of Bank Marketing, Vol. 14, 2, pp. 5-13, 1996.
- C. R. Martin, D. A. Horne and A. M. Schultz, "The business-to-business customer in the service innovation process," European Journal of Innovation Management, Vol. 2, 2, pp. 55-62, 1999. https://doi.org/10.1108/14601069910269772
- S. H. Jeon, J. G Kim, and C. C. Lee, "A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model," Journal of The Korea Society of Computer and Information, Vol. 15, No. 7, pp. 125-134, July 2010. https://doi.org/10.9708/jksci.2010.15.7.125
- D. S. Chang, Y. H. Noh, and D. B. Kim, "The Service Quality of Home Trading System: Its Impact on Customer Satisfaction and Loyalty," Journal of The Korea Society of Computer and Information, Vol. 17, No. 7, pp. 175-184, July 2012. https://doi.org/10.9708/jksci.2012.17.7.175
- S. S. Tax and I. Stuart, "Designing and Implementing New Services: The Challenges of Integrating Service Systems," Journal of Retailing, Vol. 73, 1, pp. 105-134, Spring 1997. https://doi.org/10.1016/S0022-4359(97)90017-8
- G. L. Shostack, "How to Design a Service," European Journal of Marketing, Vol. 16, 1, pp. 49-63, Dec. 1993.
- G. L. Shostack, "Designing Services That Deliver," Harvard Business Review, Vol. 62. 1, pp. 133-139, Jan. 1984.
- A. Parasuraman, V.A. Zeithaml, and L.L. Berry, "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vol. 49. 4, pp. 41-50, Autumn 1985.
- T. Baltacioglu et al., "A New Framework for Service Supply Chains," The Service Industries Journal, Vol. 27. 2, pp. 105-124, Mar. 2007. https://doi.org/10.1080/02642060601122629
- S. W. Lee and Y. S. Kim, A Product-Service Systems Design Method Integrating Service Function and Service Activity and Case Studies, Proceedings of CIRP IPS2 Conference 2010, pp. 275-282, Linkoping University, Sweden, Apr. 14-15, 2010.
- T. P. Hill, "On goods and services," Review of Income and Wealth, pp. 315-318, Dec. 1977.
- C. Gronroos, "Service Management and Marketing: Manag in service competition," Lexington Books, 1990.
- J. A. Fitzsimmons, and M. J. Fitzsimmons, "Service Managemen," McGraw-Hill, 2001.
- http://researchweb.watson.ibm.com/ssme/services.html
- T. Hara, T. Arai1 and Y. Shimomura, A Method to Analyze PSS from the Viewpoints of Function, Service Activity, and Product Behavior, Proceedings of the 1st CIRP Industrial Product-Service Systems (IPS2) Conference, pp. 180-185, Cranfield University, England, Apr. 1-2, 2009.
- N. Boughnim and Yannou, Using Blueprinting Method for Developing Product-Service System, Proceedings of International Conference on Engineering Design, pp. 1-16, Melbourne, Aug. 15-18, 2005.
- M. J. Bitner, A. L. Ostrom, and F. N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation," California Management Review, Vol. 50, 3, pp. 66-94, Spring 2008. https://doi.org/10.2307/41166446
- R. Aebersold and A. Schafer, Service Innovation and Storytelling: result from a case study, International Service Innovation Design Conference Proceedings, pp. 276-284, Dongseo University, Korea, Oct. 2008.
- S. K. Moon, T. W. Simpson, J. Shu, and S. R. T. Kumara, "Service Representation for Capturing and Reusing Design Knowledge in Product and Service Family using Object-Oriented Concepts and an Ontology," Journal of Engineering Design, Vol. 20, 4, pp. 413-431, July 2009. https://doi.org/10.1080/09544820903151723
- S. K. Moon, T. W. Simpson, J. Shu, and S. R. T. Kumara, "A module-based service model for mass customization: Service family design," IIE Transactions, Vol. 43, 3, pp. 153-163, Jan. 2011.
- L. A. Bettencourt, "Service Innovation: How to Go from Customer Needs to Breakthrough Services," McGraw-Hill Professional, 2010.
- L. A. Bettencourt and A. W. Ulwick, "The customer-centered innovation map," Harvard Business Review, Vol. 86, 5, pp. 109-114, May 2008.
- C. H. Lim, K. J. Kim, Y. S. Hong and K. Park, "PSS Board: a structured tool for product-service system process visualization," Journal of Cleaner Production, Vol. 37, pp. 42-53, Dec. 2012. https://doi.org/10.1016/j.jclepro.2012.06.006
- K. T. Ulrich, "The role of product architecture in the manufacturing firm," Research Policy, Vol. 24, 419-440, May 1995. https://doi.org/10.1016/0048-7333(94)00775-3
- J. M. Tien, "Services: A System's Perspective," IEEE Systems Journal, Vol. 2, 1, pp. 146-157, Mar. 2008. https://doi.org/10.1109/JSYST.2008.917075
- I. Alam, "A customer-oriented new service development process," Journal of Services Marketing, Vol. 16, 6, pp. 515-534, 2002. https://doi.org/10.1108/08876040210443391
- Service management Research Ins., "Service Management-Operations, Strategy And Information /Technology(5e)," Hankyungsa, p. 89, 2006.