ISSD Fall 2009 School of Information, UC Berkeley

This is an extremely tight survey paper that traces the evolution of the information and service economy from Adam Smith and Karl Marx to the present day and describes the influence of the "big ideas" of service design and operation along the way.  The trajectory from "product line approach to services" to the "experience economy" has been shaped by profound changes in the conception, design, and evaluation of services and the rise of the idea that value is "co-created" in service encounters.