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)