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Services are a combination of both tangible and intangible elements and are created in the moments of interaction between people and products (or touch points) in a service. This paper challenges the role that products can have in services and proposes the term Vessel as an object in services that can carry and deliver intangible meaning to stimulate better interactions between service users and frontline staff.

CRISP project: CASD
prototype: Social Compass


 

Published: 24-Jun-2015 13:09

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