Albrecht, J. N. (2014). Micro-mobility patterns and service blueprints as foundations for visitor management planning. Journal of Sustainable Tourism, 22(7), 1052–1070. https://doi.org/10.1080/09669582.2013.847945
Baranova, P., Morrison, S., & Mutton, J. (2011). Enhancing the student experience through service design: The University of Derby approach. Perspectives: Policy and Practice in Higher Education, 15(4), 122–128. https://doi.org/10.1080/13603108.2011.599883
Bitner, M. J., Ostrom, A. L., & Burkhard, K. A. (2012). Service blueprinting: Transforming the student experience. EDUCAUSE Review, 47(6), 38–50. https://er.educause.edu/-/media/files/article-downloads/erm1266.pdf.
Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66–94. https://doi.org/10.2307/2F41166446
Council for the Advancement of Standards in Higher Education. (2019). CAS professional standards for higher education (10th ed.). Author.
Creswell, J. W. (2013). Qualitative inquiry and research design: Choosing among five approaches (3rd ed.). Sage.
Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing of Higher Education, 10(4), 1–11. https://doi.org/10.1300/J050v10n04_01
Fließ, S., & Kleinaltenkamp, M. (2019). Commentary essay on “Blueprinting the service company–managing service processes efficiently.” Journal of Global Scholars of Marketing Science, 29(3), 281–292. https://doi.org/10.1080/21639159.2019.1622438
Frechtling, J. A. (2007). Logic modeling methods in program evaluation. Jossey-Bass.
Guilbault, M. (2018). Students as customers in higher education: The (controversial) debate needs to end. Journal of Retailing and Consumer Services, 40, 295–298. https://doi.org/10.1016/j.jretconser.2017.03.006
Holdford, D. A. (2019). Using service blueprints to visualize pharmacy innovations. Pharmacy, 7(2), 43. https://doi.org/10.3390/pharmacy7020043
Kezar, A. (2001). Understanding and facilitating organizational change in the 21st century: Recent research and conceptualizations. ASHE-ERIC Higher Education Report, 28(4). Jossey-Bass. https://doi.org/10.1002/aehe.2804
Kingman-Brundage, J. (1989). The ABCs of service system blueprinting. In M. J. Bitner & L. A. Crosby (Eds.), Designing a Winning Service Strategy (pp. 30–43). American Marketing Association.
Kostopoulos, G., Gounaris, S., & Rizomyliotis, I. (2014). How to reduce the negative impact of customer non-compliance: An empirical study. Journal of Strategic Marketing, 22(6), 513–529. https://doi.org/10.1080/0965254X.2014.914056
Kotter, J. P. (2012). Leading change. Harvard Business Review Press.
Lobo, S., Sharma, S., Hirom, U., Mahamuni, R., & Khambete, P. (2019). Extending service blueprint for new age services. In A. Chakrabarti (Ed.), Research into Design for a Connected World. Smart Innovation, Systems and Technologies (pp. 809–821). Springer. https://doi.org/10.1007/978-981-13-5977-4_68
Maguad, B. A. (2007). Identifying the needs of customers in higher education. Education, 127(3), 332–343.
Mager, B., & Sung, T. J. (2011). Designing for services. International Journal of Design, 5(2), 1–3.
Mucz, D., & Gareau-Brennan, C. (2019). Evaluating customer experience through customer journey mapping and service blueprinting at Edmonton Public Library: An exploratory study. Partnership: The Canadian Journal of Library and Information Practice and Research, 14(1). https://doi.org/10.21083/partnership.v14i1.4743
Nam, S., Ha, C., & Lee, H. C. (2018). Redesigning in-flight service with service blueprint based on text analysis. Sustainability, 10(12), 4492. https://doi.org/10.3390/su10124492
Ostrom, A. L., Bitner, M. J., & Burkhard, K. A. (2011). Leveraging Service Blueprinting to Rethink Higher Education. Center for American Progress. Retrieved March 10, 2021, from https://cdn.americanprogress.org/wp-content/uploads/issues/2011/10/pdf/service_blueprinting.pdf
Paquet, C., St-Arnaud-McKenzie, D., Ferland, G., & Dubé, L. (2003). A blueprint-based case study analysis of nutrition services provided in a midterm care facility for the elderly. Journal of the American Dietetic Association, 103(3), 363–368. https://doi.org/10.1053/jada.2003.50047
Patricio, L., Fisk, R. P., & Falco e Cunha, J. . (2008). Designing multi-interface service experiences: The service experience blueprint. Journal of Service Research, 10(4), 318–334. https://doi.org/10.1177/2F1094670508314264
Pretlow, C., & Sobel, K. (2015). Rethinking library service: Improving the user experience with service blueprinting. Public Services Quarterly, 11(1), 1–12. https://doi.org/10.1080/15228959.2014.967826
Roberts, J. W. (2017). The use of service blueprinting as a method of improving non-academic college student experiences (Publication No. 10277154). [Doctoral dissertation, Creighton University]. ProQuest Dissertations Publishing.
Roberts, J. W., & Koonce, R. (2019). Leveraging the dialogical nature of service blueprinting to address wicked organizational problems. In R. Koonce & R. van Loon (Eds.), The Dialogical Challenge of Leadership Development (pp. 139–155). Information Age.
Saco, R. M., & Goncalves, A. P. (2008). Service design: An appraisal. Design Management Review, 19(1), 10–19. https://doi.org/10.1111/j.1948-7169.2008.tb00101.x
Scott, S. (1999). The academic as service provider: Is the customer ‘always right’? Journal of Higher Education Policy and Management, 21, 193–202. https://doi.org/10.1080/1360080990210206
Scrabec, Q. (2000). A quality education is not customer driven. Journal of Education for Business, 75, 298–300. https://doi.org/10.1080/08832320009599032
Shostack, G. L. (1982). How to design a service. European Journal of Marketing, 16(1), 49–63. https://doi.org/10.1108/eum0000000004799
Shostack, G. L. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133–139.
Stephens, N. J. (2015). Examining the student experience using service blueprinting. EDUCAUSE Review. Retrieved March 10, 2021, from http://er.educause.edu/articles/2015/4/examining-the-student-experience-using-service-blueprinting
Tinto, V. (1993). Leaving College: Rethinking the Causes and Cures of Student Attrition (2nd ed.). University of Chicago Press.
Wholey, J. S. (1983). Evaluation and effective public management. Little, Brown.
Yin, R. K. (2012). Applications of case study research (3rd ed.). Sage.
Young, S., Mannheimer, S., Rossmann, D., Swedman, D., & Shanks, J. D. (2020). Service blueprinting: A method for assessing library technologies within an interconnected service ecosystem. Public Library Quarterly, 39(3), 190–211. https://doi.org/10.1080/01616846.2019.1637222
Wegener, R., Menschner, P. & Leimeister, J. (2012). Design and evaluation of a didactical service blueprinting method for large scale lectures. International Conference on Information Systems 2012 Proceedings.
World Bank. (2019). 4.2 World development indicators: Structure of output. Retrieved March 10, 2021, from http://wdi.worldbank.org/table/4.2