Tag: behavioral

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 […]

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 […]