Reading List by Lucy Kimbell

Clark Fellow in Design Leadership
Saïd Business School, University of Oxford

Anderson, R. (1994) Representations and requirements: The value of ethnography in system design. Human-Computer Interaction, 9, 151-182.
Bate, P. and Robert, G. (2007) Bringing user experience to healthcare improvement: The concepts, methods and practices of experience based design. Oxford: Radcliffe.
Bitner, M.J., Ostrom, A. and Morgan, F. (2008) Service Blueprinting: A Practical Technique for Service Innovation. California Management Review, Spring 2008, 50 (3), 66-94
Bitner, M.J. (1992), Servicescapes: The Impact of Physical Surroundings on customers and employees, Journal of Marketing. 56 (2): 57-71.
Bitner, M.J., Boons, B. and Tereault, M.S. (1990) The service encounter: Diagnosing favourable and unfavourable incidents. Journal of Marketing, 54, 71-84.
Boland, R. and Collopy, F. (Eds.) (2004) Managing as designing, Stanford Business Books, Palo Alto.
Fitzsimmons, J. and Fitzsimmons, M. (2000), New Service Development: Creating Memorable Experiences, Thousand Oaks, CA: Sage.
Goldstein, S., Johnston, R., Duffy, J. and Rao, J. (2002), ‘The Service Concept: The Missing Link in Service Design Research?’, Journal of Operations Management, 20, 2: 121-134.
Grönroos, C. (1990) Service management and marketing, Lexington Books, Lexington.
Kimbell, L. and Seidel, V.P. (eds) (2008), Designing for Services in Science and Technology-based Enterprises, Oxford: Saïd Business School.
Kimbell, L. (2009) The turn to service design. In Julier, G. and Moor, L. (eds) Design and Creativity Policy, Management and Practice. Oxford: Berg. 157-173.
Kimbell, L. (2008) What do service designers do? (Dur 7:16) Accessible at http://www.sbs.ox.ac.uk/d4s, accessed 25 November 2009.
Norman, R. and Ramírez, R. (1993) Designing interactive strategy: From value chain to value constellation. Harvard Business Review, 71 (4): 65-77.
Normann, R. (1991), Service Management: Strategy and Leadership in Service Business. Chichester: Wiley.
Reckwitz, A. (2002). Towards a theory of social practices: A development in culturalist theorizing. European Journal of Social Theory, 5(2), 243–63.
Schatzki, T.R. (2001) Practice theory, in Schatzki, T. R., Cetina, K. K., and von Savigny, E. (Eds.) The practice turn in contemporary theory, Routledge, London.
Squires, S., & Byrne, B. (Eds.) (2002). Creating breakthrough ideas: The collaboration of anthropologists and designers in the product development industry. Westport, CT: Bergin & Garvey.
Vargo, S. and Lusch, R. (2004a) Evolving to a new dominant logic in marketing. Journal of Marketing, 68 (1): 1-17.
Vargo, S.L and Lusch, R.F. (2004b) The four service marketing myths: Remnants of a goods-based manufacturing model’, Journal of Service Research, 6, 4, 324-335.
Vargo, S. and Lusch, R. (2008a) Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36 (1): 1-10.
Vargo, S. and Lusch, R. (2008b) Why “service”? Journal of the Academy of Marketing Science, 36 (1): 25-38.
Voss, C. and Zomerdijk, L. (2007) Innovation in experiential services – An empirical view, in DTI (Ed.) Innovation in Services, DIT, London, 97-134.