January 2018
Beginner to intermediate
370 pages
8h 5m
Japanese
Content preview from マッピングエクスペリエンス ―カスタマージャーニー、サービスブループリント、その他ダイアグラムから価値を創る
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242
9
章
サービスブループリント
9.5
参考資料
Mary Jo Bitner, Amy L. Ostrom, and Felicia N. Morgan, “Service Blueprinting:
A Practical Technique for Service Innovation” Center for Leadership Services,
Arizona State University (2007)
サービスブループリントを制作するための詳細な方法など、実用的な情
報が満載された学術論文です。ケーススタディも豊富に紹介されており、
サービスブループリントの手法全般のすぐれた解説書となっています。
Andy Polaine, Lavrans Løvlie, and Ben Reason, “Service Design” (Rosenfeld
Media, 2013)（邦訳『サービスデザイン──ユーザーエクスペリエンスから
事業戦略をデザインする』丸善出版、2014年）
サービスデザイン全般の理解を助ける既存の資料の中でもとくに優れた
本で、成長を続けるサービスデザインの分野に関する緻密で一貫性のあ
る議論を展開しています。とくに5章では、サービスデザインの手法の
一環としてのダイアグラムをいくつか紹介しています。
G. Lynn Shostack, “How to Design a Service” European Journal of
Marketing
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