By Lan Xia With the support of new technologies, companies are gradually realizing the importance and benefits of co-creation, where the value of a service is increasingly co-created by the firm and the customer. Consumers are increasingly put to work for the services they demand, from carrying their own food in fast-food restaurants to creating …
by Adriana Samper In today’s tumultuous global climate, people inevitably face forces or situations that test the limits of their control. Natural disasters, political and economic turmoil can all threaten feelings of control over personal and professional outcomes. Hurricane Sandy or the recent tornadoes in Oklahoma show how people can be strikingly affected and feel …
by Nancy Stephens Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched. It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve them the way they can do it with products. …
