1. Service blueprinting: A practical technique for service innovation;Bitner;California Management Review,2008
2. Your digital journey is being mapped by your customers;Clarke;MIT Sloan Management Review,2014
3. The consumer decision journey;Court;McKinsey Quarterly,2009
4. Designing the soft side of customer service;Dasu;MIT Sloan Management Review,2010
5. Do you really understand how your business customers buy?;Lingqvist;McKinsey Quarterly,2015