In 1984, Benjamin Schneider and David E. Bowen also provide another introduction to Service Design. Their approach to Service Design continued to be focused mostly on marketing, management, and service business development, as Lynn Shostack’s two years before them.

I found two early papers of these two guys. The first one, published in 1984, is titled “New services design, development and implementation and the employee”; however, this I found only through citations. The second paper, published in 1985 (and you can read this one online), is titled “Employee and Customer Perceptions of Service in Banks. Replication and Extension”.

This article is part of the book "A Tiny History of Service Design, " a tiny two-hour read that goes through the historical events that created what Service Design is today.