L2R1

L2R1. Robert J. Glushko, "Seven Contexts for Service System Design", Handbook of Service Science, 2010

(Note:  Except for the scenarios involving the bookstore and the case study at the end, this is a very dense reading ... don't try to absorb everything the first time you read it for this lecture.  Just read it closely enough to be able to answer the "guide questions" here.   We'll be discussing each context in detail as we proceed through the course - Bob). 

 

 

Guide Questions:

  • What are the seven contexts of design?

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