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Designing Coproductive Experiences

Sun, November 20, 3:00 to 4:30pm, JW Marriott Austin, Floor: 3rd Floor, 309


Service operations characteristically involve some type of coproductive interaction between providers and customers. Service design involves simultaneously designing a customer experience and a provider experience. This presentation will review the PCN Analysis method for designing coproductive service processes, which considers value propositions, the use of technology, and different customer roles.


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