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…

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Frontstage/Backstage

Every service has a frontstage and a backstage. The frontstage is where supply meets demand, and outcomes and experiences materialize from performances and affordances. Demand and supply emerge from the backstage where artifacts, events, capabilities and resources store the potential on the two sides, in terms of customer needs, and provider abilities. The line of…

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The Social Life of Useful and Valuable Things

TL;DR Services are agreements between people for arrangements between things. Services exist because people own things, and because they don’t. People own some things, some others they don’t. Some people own things because some people, they won’t. Therefore, things people own attract things they don’t. Things have needs. At the heart of services are things…

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Why the book

The universe of services has always been to expanding creating in constellations we commonly refer to as the service sectors of the economy, fueled by changes in the ways of society, government, law and technology. In the past few years though the expansion has felt like an explosion, with all kinds of new services, creating…

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