Every service is a set of promises for a job to be done. Each promise covers motivations, expectations, arrangements and agreements. The motivations and expectations are from people and things. The agreements are between people and the arrangements between things. Together the promises set up the performances and affordances that fulfill needs as and when […]
Services are agreements between people and arrangements between things. Things are tangible or intangible. People are humans or machines. They agree on how performances and affordances (arrangements) produce the outcomes each side gets, and induce the experiences they go through.
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 […]
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 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 […]
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 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 […]