References:

• Dwayne D. Gremler, The Critical Incident Technique in Service Research. Article, Journal of Service Research, Volume 7, No.1. August 2004, Pages 65· 89.
   
• Evaluating Pharmaceuticals for Health Policy and Reimbursement/ chapter 14/ Evaluating Pharmaceuticals for Health Polley in Low and Middle Income Country Settings
   
• http://www.servicedesigntools.org/tools/28
   
• https://en.wikipedia.org/wikl/lncentive-centered_design
   
• http://www.thehindu.com/opinion/columns/drug-prlcing-a-bit­-ter-pill-to-swallow/article8281282.ece
   
• http://meghalayatimes.info/index.php/editorial/31278-every-fourth-household-in-india-driven-to-debt-by-medical-bills
   
• http://www.star2.com/health/we1lness/2017/04/09/extra-drugs-thr ow-them-flush-them-or-reuse-them/
   
• http://www.dallyma1I.co.uk/indiahome/indianews/arti­cle3061428/lndia-explores-heat-proof-vaccines-stop-vital-medicines-going-waste.html
   
• http://www.who.intimedicines/publications/med_donations­ guide2011/en/
   
• https://blogs.economictimes.indiatimes.com/et-commentary/­-can-heaIthcare-costs-in-india-come-down-further/

Papers:

• The critical incident technique in service research. DD Gremler Journal of service research, 2004
   
• Drug donation in US by Mark Thomas
   
• Targeted Drug Donations: A Necessary Evil in Need of a Global Harness and a Possible Cure for TRIPS Shortcomings by Gabriella Tzeneva
   
• Understanding the Drivers of Expired Pharmaceutical Returns by Healthcare Distribution Management association (HDMA)
   
• WHO_guidelines for medicine donation_revised 2010

Other Links:
• Useful resource e-links related to 'Communication Design'
• Visual Communication Design at IDC, IIT Bombay

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