Concepedia

Service Touchpoint Management

Service Touchpoint Management is a strategic framework within backstage design that systematically coordinates and optimizes the interactions between service providers and users at each point of engagement to ensure consistency, efficiency, and alignment with organizational objectives.

4

Publications

278

Citations

4

Authors

4

Institutions

Publications per year

2017–2026

0

Parents

Publications

4

Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development

Simon Clatworthy · Duo Research Archive (University of Oslo) · 2011 · 173 citations · Full text

, , +15

Bridging the gap between brand strategy and customer experience

Simon Clatworthy · Managing Service Quality · 2012 · 71 citations

, , +17

Service innovation through touch-points: the AT-ONE touch-point cards

Simon Clatworthy · 2010 · 20 citations · Full text

, , +14

Orchestrating Designable Touchpoints for Service Businesses

Kyongsill Lee, Kyung‐Won Chung, Ki‐Young Nam · Design Management Review · 2013 · 14 citations

, , +11

1–4 of 4

Authors

4

  1. SC
    Simon Clatworthy

    Oslo School of Architecture and Design, Norway

    3 publications · 264 citations

    3

    h-index

  2. KC
    Kyung‐Won Chung

    Korea Advanced Institute of Science and Technology, South Korea

    1 publications · 14 citations

    1

    h-index

  3. KN
    Ki‐Young Nam

    Korea Institute of Industrial Technology, South Korea

    1 publications · 14 citations

    1

    h-index

  4. KL
    Kyongsill Lee

    Mechanical Design (Slovakia), Slovakia

    1 publications · 14 citations

    1

    h-index

1–4 of 4

Institutions

4

  1. Oslo School of Architecture and Design

    Oslo, Norway

    3 h-index

    3 publications

    264 citations

  2. Faculty of Design

    Ljubljana, Slovenia

    1 h-index

    1 publications

    14 citations

  3. Mechanical Design (Slovakia)

    Žilina, Slovakia

    1 h-index

    1 publications

    14 citations

  4. Korea Institute of Industrial Technology

    Cheonan, South Korea

    1 h-index

    1 publications

    14 citations

1–4 of 4

Venues

  1. Design Management Review

    1 publications · 14 citations

    1

    h-index

  2. Managing Service Quality

    MSQ · 1 publications · 71 citations

    1

    h-index

  3. Duo Research Archive (University of Oslo)

    Repository · 1 publications · 173 citations

    1

    h-index

1–3