Category: concept

Services are equations

Customers and service providers are equated in terms of the outcomes and experiences. Each sides puts in time, money and effort. Feelings and emotions perhaps. Tangibles and intangibles. Experiences are part of what each side puts in. Outcomes are what they get. Customers receive a payoff usually in terms of the results and benefits of […]

Analogical reasoning as applied to services 

The base value system is a simple technique I’ve developed to be able to strip away all the words describing a service and get to the essence of it in verb-noun pairs. Apart from forcing a certain level of clarity, base values are also the basis for applying analogical reasoning to services as part of […]

Strategic industry factors

Success in a certain market depends on the ability to produce an effect in the form of a particular set of outcomes and experiences at attractive prices. Whether industry or government, for profit margin or for public trust, the quality of that effect depends on the combination of few factors in a special configuration, a […]

Ephemeral projections

How exactly the experience plays out on the front-stage depends to a great extent on the timeline and tempo. A trade may execute on a stock exchange within minutes and seconds. A hotel stay may be longer. However long or short, the performances and affordances on the front-stage are visualized in terms of a window […]

Factors behind high propensity

Just because there is propensity driven by unfulfilled needs, doesn’t mean it is best fulfilled by a service. Customers may choose the DIY option, because they have the ability to get it done. But ever so often then don’t for various reasons. factor 1 The need is stronger when somebody else can do a far […]

Propensity can be situational or habitual

In certain parts of the world, those who don’t own cars are more likely to depend on public transportation, whenever they need to be somewhere. In many cities people use bicycles. Those who do own cars may still rent a car, take the train or bus, or call a cab when they’re out of town, […]

Unintended conflict

Two sides with good intentions for mutual benefit, unintentionally end up in conflict. Contracts fail when the level of conflict crosses a threshold. Each side tends to watch out for its own costs and acts in their own self-interest and the whole thing gets gamed, left to the vagaries of competition and regulation in markets. […]