From Products to Services: Insights and experience from companies which have embraced the service economy Laurie Young
New Service Development and Innovation in the New Economy Bo Edvardsson, Anders Gustafsson, Michael D. Johnson, Bodil Sanden
The Experience Economy: Work Is Theater & Every Business a Stage B. Joseph Pine, James H. Gilmore
Service Breakthroughs James L. Heskett
Service Management and Marketing: Customer Management in Service Competition Christian Grönroos
Subject To Change: Creating Great Products & Services for an Uncertain World Peter Merholz, Todd Wilkens, Brandon Schauer, David Verba
The Service Profit Chain James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
Service Design Book Colin Rudd, Vernon Lloyd
In the Bubble: Designing in a Complex World John Thackara
Contextual Design: Defining Customer-Centered Systems Hugh Beyer, Karen Holtzblatt
The Professional Stranger: An Informal Introduction to Ethnography Michael H. Agar
Bringing User Experience to Healthcare Improvement: The Concepts, Methods and Practices of Experience-based Design Paul Bate, Glenn Robert
Systems Thinking in the Public Sector: The failure of the reform regime... and a manifesto for a better way John Seddon
The Ultimate Sales Machine: Turbocharge Your Business with Relentless Focus on 12 Key Strategies Chet Holmes
Purple Cow: Transform Your Business by Being Remarkable Seth Godin
Universal Principles of Design William Lidwell, Kritina Holden, Jill Butler