Ubiquitous Service Design

“Decades later, these concepts remain relevant, and yet we must adapt for new contexts. As Glushko and Tabas explain, today’s service systems may include interrelated sub-systems (e.g., person-to-person, self-service) across multiple locations, devices, and channels; and customer satisfaction is influenced by the extent of integration and consistency across those channels.” (Peter Morville ~ Semantic Studios)

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