Information Technology

Mapping Experiences

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There is only one valid definition of business purpose: to create a customer. – Peter Drucker, in The Practice of Management (1954) People expect some benefit when they use the products and services an organization provides. They want to get some job done, solve a problem, or experience a particular emotion. If they then perceive this benefit valuable, they’ll give something in return – money, time, or attention. To survive, organizations need to capture some worth from their offerings. They need to earn profit, maximize reach, or improve their image. Value creations is bi-directional. But how do we locate the source of value in such a relationship? Simply put, value creation lies at the intersection of human interaction with the provider of a service. It’s where the experiences of individuals overlap with the offerings of an organization.

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: ., 2015

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1-42

Language

English

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NONE

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Mapping Experiences

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