1. A customer journey perspective on service delivery system design: insights from healthcare. Issue 10 (29th November 2018) Authors: Ponsignon, Frederic; Smart, Andi; Phillips, Laura Journal: International journal of quality & reliability management Issue: Volume 35:Issue 10(2018) Page Start: 2328 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗