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.


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