"a product can be considered as a physical manifestation of a service or set of services: a service avatar. (Ou seja: "A product as a service avatar")"Então, se tudo é serviço, se os os produtos não passam de representações de serviços, o que dizer das implicações deste texto "Ritual and the Service Experience" para quem produz:
"The interplay between efficiency and quality in a service experience is often what separates a merely transactional interaction from a valuable and pleasurable one. The former gets the job done; the latter does so while creating a more human connection and an enduring relationship between service provider and customer. Unfortunately, in most cases efficiency wins out. Most organizations lean heavily on analytical methods to define rigid processes and procedures that are designed to reduce waste and increase predictability in service delivery. This approach views the organization as a machine to be fine-tuned and the customer as a rational actor who enters and exits processes like a rat in a well-designed maze.É aqui que se separam as águas entre os apaixonados e os assépticos, entre os artesãos e a produção em massa.
Yet, customers are less rational than they would like to admit and more complicated (i.e., human) than process engineers would prefer."
A sua empresa consegue competir no campeonato da eficiência? É a estratégia em que consegue ser dominante?
E no campeonato das experiências?