I am working on developing tools to assist with touchpoint innovation for the design of services. It seems strange, but the touchpoint term has become central to service design and I can't find much research on the area at all. Can anyone help me?
I am looking for academic research, the kind that is to be found at conferences, in journals and books without pictures. Anything referring to, analysing, mapping, discussing, designing or measuring touchpoints is of interest.
So far, Jeff Howards blog has given me the most information; http://designforservice.wordpress.com/2007/11/07/on-the-origin-of-touchpoints/
Anybody with academic references they want to share?