@article{ref1,
title="Service Design: An Appraisal",
journal="Design management review",
year="2008",
author="Saco, Roberto M. and Goncalves, Alexis P.",
volume="19",
number="1",
pages="10-19",
abstract="<p>[Abstract unavailable]</p>",
language="",
issn="1948-7169",
doi="10.1111/j.1948-7169.2008.tb00101.x",
url="http://dx.doi.org/10.1111/j.1948-7169.2008.tb00101.x"
}