Designing services that deliverG. Lynn Shostack1984-01-01articleHarvard business review1,272 citationsclosedNo readable copy stored yet — this record is metadata only.Service and Product InnovationCustomer Service Quality and LoyaltyBusiness Strategies and InnovationAbstractNo abstract was published for this record.Citations in this libraryStored only when both papers are in the corpus — 1,272 citations exist upstream.Cited by1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses1995Customer Switching Behavior in Service Industries: An Exploratory Study1994Critical Service Encounters: The Employee's Viewpoint2008Service Blueprinting: A Practical Technique for Service Innovation1993Tracking the evolution of the services marketing literature2009Service Design for Experience-Centric Services1987Service Positioning through Structural Change1996Market orientation and innovation