Builds on Lancaster’s work to create a model of product innovation, based on products being a combination of three sets of characteristics. Gallouj & Weinstein build on this to build a model of service based on interpretations of these characteristics. And this is what I use to interpret a model of service in a more […]
“Coming up with new concepts requires anticipating what else people might consider valuable.” “We have identified 30 “elements of value”—fundamental attributes in their most essential and discrete forms. These elements fall into four categories: functional, emotional, life changing, and social impact.” “For example, when someone says her bank is “convenient,” its value derives from some […]
“IKEA is more than a link on a value chain. It is the center of a constellation of services, goods, and design.” “In essence, the [Danish] pharmacies wanted to broaden their traditional approach, delivery of conventional pharmaceutical “hardware” (in other words, selling drugs), into a concept they called Pharmaceutical Care, which would emphasize the “software” […]
Spohrer, J. & Maglio, P. & Bailey, J., Gruhl, D. (2007)
service system = system in which entities exchange performance of beneficial action And that a service system can be understood as a system composed of people and technologies that adaptively computes and adjusts to the changing value of knowledge in the system
Amongst other things, a list of customer resources that can be brought to the table informational resources; emotional resources; physical resources; financial resources; temporal resources; behavioral resources; relational resources; social resources; cultural resources; role-related resources (role size, role awareness and role clarity); customer ability; and customer willingness.