to Develop and Deliver Product-Service-Systems: Practical Experiences on Elaborating Pro-Active Materials for Communication". Journal of Cleaner Production, vol 14 (17) Løvlie, L., Polaine, A., Reason, B. (2013). Service Design: From Insight to Implementation. New York: Rosenfeld Media. . Moritz, S. (2005). Service Design: Practical access to an evolving field. London. Normann, R. and R. Ramirez (1994). Designing Interactive Strategy. From Value Chain to Value Constellation. New York, John Wiley and Sons. Ramaswamy, R. (1996). Design and management of service processes. Reading, Mass., Addison–Wesley Pub. Co. Design IT service management Innovation Services marketing