Papers and Articles



Suggested Reading

  • This Is Service Design Doing: Applying Service Design and Design Thinking in the Real World, Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider, O’Reilly Media (2017)
  • The Silo Effect: The Peril of Expertise and the Promise of Breaking Down Barriers, Gillian Tett, Simon & Schuster (2015)
  • The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations, Lucy Kimbell, BIS Publishers (2014)
  • Practical Ethnography: A Guide to Doing Ethnography in the Private Sector, Sam Ladner, Left Coast Press (2014)
  • The Zen of Listening: Mindful Communication in the Age of Distraction, Rebecca Z. Shafir, Quest Books (2013)