Jeff Howard writes the blog Design for Service and is also the curator of the most comprehensive and well organised service design reference library on the internet. Over the past few days he has been discussing service designing, service design education and service design blogging with Nick Marsh:
“I try to stay away from the term experience, unless I’m talking about the difference between a service and an experience in the Pine and Gilmore sense. Instead, I’ve adopted the term “service encounter,” from the service marketing literature. Encounter makes it clear that there are two sides; the customer and the business. We’re facilitating that interaction. Choreographing it. But the experience is internal.”
Thanks for the link – Its Nick Marsh with an s though!