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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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The Actors Missing From Our Service Maps : Extending the service blueprint through recognising the role of mediatorsPalak AgrawalTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.10 pp: 50-53 2026-06-18 |
Agrawal, P. (2026). The Actors Missing From Our Service Maps : Extending the service blueprint through recognising the role of mediators. Touchpoint - Emerging Service Design, 17 (2), 50-53. doi:10.30819/touchpoint.17-2.10
@article{Agrawal_2026,
doi = {10.30819/touchpoint.17-2.10},
url = {https://doi.org/10.30819/touchpoint.17-2.10},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {50-53},
author = {Palak Agrawal},
title = {The Actors Missing From Our Service Maps : Extending the service blueprint through recognising the role of mediators},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.10},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {50-53},
author = {Palak Agrawal},
title = {The Actors Missing From Our Service Maps : Extending the service blueprint through recognising the role of mediators},
journal = {Touchpoint - Emerging Service Design}
Abstract
Service design tools help teams map interactions between users and organisations. However, they often assume clearly defined systems. In many real-world contexts, services rely on informal actors who enable access and navigation yet remain absent from these maps.
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