C R OSS
Conference DAY 1
“The key aspect of ser vice design is the interaction between people. The ser vice interaction is different than product inter action; it is about the human, the inter action between s e r v i c e p r o v i d e r a n d s e r v i c e r e c e i v e r. T h a t i s w h y t h e active emotions which will be influenced by the r esponding stakeholder s will be the key issue to consider. Product design is also addressing the experience aspects, but in most cases people use products for their functions. In ser vice, it is about the people. Due to this reason, we cannot avoid the impor tance of active emotional aspects.”
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