| Document Date: 2010-12-03 17:34:52
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City Boston / Bangalore / Berlin / / Company Barnes and Noble / Springer Science+Business Media LLC / Amazon.com / / Facility Service System Design Robert J. Glushko University of California / / IndustryTerm information processing / alternate supplier / online application / legal and professional services / self-service technologies / claims processing / online and physical channels / back stage services / database systems / online bookstore / communications technologies / purpose information technology / online channel / web channel / food pairings / Information-intensive services / service systems / self-service technology / online commerce / accessible and technology-supported format / technology infusion / technology-enhanced person-toperson services / Internet channel / local processing capability / transactional online services / information management technology / Internet retailers / substantial processing / online store / web site interface / software user interfaces / service network / location-based and context-aware services / computational services / recommendation services / technology-enhanced service encounter / insurance underwriting / online shopping site / front stage services / software applications / similar Internet bookseller site / ad hoc technology / graphical software user interfaces / information technology / information from applications / multichannel services / surgical healthcare / search queries / person-to-person services / technology platforms / self-service applications / routinized person-to-person transactional services / real-time browsing behavior / telephone touchtone / telephone keyboards / customer technology / web services / / NaturalFeature Web channel / Internet channel / / Organization University of California / Berkeley / Service System Design Robert J. Glushko University / / Person Davis / Dunn / / Position bookstore manager / physician / clerk / designer / / ProvinceOrState California / / Technology CRM / information management technology / information technology / communications technologies / ATM / self-service technologies / purpose information technology / customer technology / self-service technology / 224 R.J. Glushko Technology / ad hoc technology / PDA / / URL Amazon.com / /
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Seven Contexts for Service System Design Robert J. Glushko University of California, Berkeley Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanc