Category: definition

Four types of stakeholders in services

Every service has four types of stakeholders, whose interests define the outcomes and experiences, and give shape to the contract.It is these stakeholders you’re designing for. Payers and enterprises are entities that define the outcomes. Users and agents are personas that define the experiences. In general there can be 1…N entities and personas on each […]

Services are …

Below is a list of sentences that are excerpts from a manuscript. None of them are formal definitions per se, but you can see an opinion forming, that might be formalized as a new way of thinking, with the basic tenets being: services are products of a particular kind that materialize from performances and affordances, […]

Quality of demand

Quality of demand is the other side of quality of service. It is what customers promise in return. Services are viable as long as there is sufficiently high quality of demand. Even if there are some willing to pay for it, the quality of demand is not good enough for copy centers to maintain the […]

Complex adaptive systems

The simplest of services are complex, adaptive, and systems. Services are systems because several parts work together to produce an effect that’s different from what each part can produce on its own. Performance and affordance are how elements of demand and supply co-produce the dual effect of outcome and experience. In services, demand is the […]

Transaction costs

Transaction costs are the costs associated with making commitments and enforcing them. They include the cost of the dialog and interaction between users and agents necessary for capacity to engage with demand, and the cost of ensuring fulfillment leads to enjoyment, if performance and affordance do not result in agreed outcomes. Transaction costs are higher […]

Payoffs and payments

Payoffs Enhancement Enhancing an artifact improves its potential for being more useful and valuable. Making changes to the artifact increase its economic and social value. It gives the artifact a new glow. For example, a building passes inspection and receives an occupancy certificate. A flight plan is approved making it possible for a pilot to […]

Motivations and expectations

Motivations on each side set expectations for the other side. Customers and enterprises set expectations for each other about outcomes. Users and agents set expectations for each other about experience. If things are good, each side can raise expectations about payoffs and payments, and lower expectations about the pain and effort. The success of a […]