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NOTES
1 Burkhalter, S. Brian (2000). “If Only They Would Listen: The Anthropology of Business and the Business of Anthropology.” In Classics of Practicing Anthropology 1978 – 1988. Patricia J. Higgins and Anthony Parades, eds. Pp. 77- 86. Oklahoma City: Society for Applied Anthropology.
2 Perry, B. (November-December 1998). “Seeing Your Customers in a Whole New Light.” Journal of Quality and Participation. Reprinted with permission: http://www.barbaraperryassociates.com/pub_BParticle_seeing.htm
3 Multiple definitions of service design are offered in This is Service Design Thinking (Stickdorn & Scheider, 2010. Pp. 30-33). This excerpt from the Copenhagen Institute of Interaction Design captures the essence: “Service Design as a practice generally results in the design of systems and processes aimed at providing a holistic experience to the user” (p. 30).
4 Bodine, K. (2011). The Customer Experience Ecosystem. Forrester Research Report. http://www.forrester.com/Research/customer_experience_ecosystem/q/id/59115/t/2#heading8
5 Beers, R. and Whitney, P. (2006). “From Ethnographic Insight to User-centered Design Tools.” EPIC 2006 Conference Proceedings, pp. 144-154. ISBN 1-931403-30-4. American Anthropological Association.
6 Jeanne Bliss, author of Chief Customer Officer describes an organization’s primary skill set or comfort zone as its “power core” and is the area where people gravitate to perform and seek rewards. Bliss contends that any customer experience change effort must first begin with identifying the organization’s power core.
7 Jassawall, A. R., & Sashittal, H. C. (1999). Building collaborative cross-functional new product teams. Academy of Management Executive, 13(3), 50-63.
8 Bernoff, Josh. Competitive Strategy In The Age Of The Customer. Forrester Report. June 10, 2011
REFERENCES
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http://www.forrester.com/rb/Research/competitive_strategy_in_age_of_customer/q/id/59159/t/2
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Burkhalter, S. Brian
2000 If Only They Would Listen: The Anthropology of Business and the Business of Anthropology. In Classics of Practicing Anthropology 1978 – 1988. Patricia J. Higgins and Anthony Parades, eds. Pp. 77- 86. Oklahoma City: Society for Applied Anthropology.
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2002 A Pragmatic View Of Knowledge And Boundaries: Boundary Objects In New Product Development. Organization Science, 13, pp. 442-455.