June 22, 2012
The founding article (1984) of Service Design and service blueprints.
"Faced with service problems, we tend to become somewhat paranoid. Customers are convinced that someone is treating them badly; managers think that recalcitrant individual employees are the source of the malfunction. Thinly veiled threats by customers and managers are often first attempts to remedy the problem; if they fail, confrontation may result."
(G. Lynn Shostack)