Service Journeys is a representational framework in public service design that systematically maps the temporal, sequential, and experiential interactions between citizens and service providers to identify touchpoints, pain points, and opportunities for service improvement.
313
Publications
22.7K
Citations
953
Authors
455
Institutions
Publications per year
2017–2026
131
Parents
Publications
313
Service Design for Experience-Centric Services
Leonieke G. Zomerdijk · Journal of Service Research · 2009 · 949 citations
Arts, Design, Organizational Design +16
Sustainable fashion and textiles: design journeys
Choice Reviews Online · 2014 · 776 citations
Arts, Design, Environmental Design +14
Planning the service encounter
G. Lynn Shostack · Medical Entomology and Zoology · 1985 · 413 citations
1–5 of 313
Authors
953
- BE
5
h-index
- DA
4
h-index
- JP
3
h-index
- CM
3
h-index
- RH
3
h-index
1–5 of 953
Institutions
455
Karlstad University
Karlstad, Sweden
8 h-index
17 publications
1.8K citations
The University of Sydney
Sydney, Australia
7 h-index
23 publications
2.1K citations
King's College London
London, United Kingdom
6 h-index
14 publications
518 citations
UNSW Sydney
Sydney, Australia
5 h-index
14 publications
644 citations
Trinity College Dublin
Dublin, Ireland
5 h-index
10 publications
288 citations
SINTEF
Trondheim, Norway
5 h-index
11 publications
1.1K citations
Cardiff University
Cardiff, United Kingdom
5 h-index
7 publications
153 citations
University College London
London, United Kingdom
5 h-index
12 publications
308 citations
1–8 of 455
Venues
- Journal of Service Research
JSR · 7 publications · 1.4K citations
7
h-index
- Journal of service management
6 publications · 406 citations
6
h-index
- Journal of Services Marketing
5 publications · 273 citations
5
h-index
- Journal of Retailing and Consumer Services
5 publications · 306 citations
5
h-index
- Journal of Business Research
JBR · 4 publications · 645 citations
4
h-index
1–5