Читать книгу Service Design - Ben Reason - Страница 39

The three core service value categories—care, access, and response—define types of value that services provide to people. Seen in a purely task-fulfilling way, the actual outcome of many services is the same. Renting a car is a good example. Customers can get a car from any car rental company (they hope). Companies may compete on price, and that price may raise or lower expectations of what car and service we might get, but generally prices are similar across the board. The point of difference for any specific service is how it is delivered. We think of this as the performance of the service.

“Performance” is a helpful word, because it means two things: performance as experience and performance as value.