Publications referenced in blog posts
Cockburn, A. (2005) Crystal Clear: a human-powered methodology for small teams. Addison-Wesley.
Garrett, J.J. (2011) The elements of user experience: user-centered design for the web and beyond. 2nd ed. New Riders.
Gray, D. (2012) The connected company. O’Reilly.
Graves, T. (2010) Mapping the enterprise: modelling the enterprise as services with the enterprise canvas. Tetradian Books.
Heath, C. & Heath, D. (2007) Made to stick: why some ideas survive and others die. Random House.
Johnston, R. & Clark, G. (2005) Service operations management: improving service delivery. 2nd ed., Pearson.
Johnston, R., Clark, G. & Shulver, M. (2012) Service operations management: improving service delivery. 4th ed., Pearson.
Maister, D. (2003) Managing the professional services firm. Free Press.
Polaine, A., Løvlie, L. & Reason, B. (2013) Service design: from insight to implementation. Kindle ed., Rosenfeld Media.