Across
- 1. compensation in line with effort made
- 6. holistic, encompassing every contact with a firm
- 7. being able to connect with other people
- 9. people who put more effort into an activity are motivated by expected returns
- 11. encompasses contributions from service management, marketing, and operations and is process-oriented
- 12. encompasses contributions from interaction design and is concerned with frontstage interaction
- 16. acquiring new knowledge/skills
- 17. the degree to which customers feel motivated to fulfill their role or motivation
- 18. configurations of people, technologies, and other resources that interact to create value
- 19. a visualization tool for identifying activity sets and uncovering benefits, sacrifices and frequency of activities
- 20. human-centered, holistic, creative approach for creating new services
Down
- 2. benefits provided to customer
- 3. moments of interaction between the customer and the firm
- 4. solutions better meeting personal needs
- 5. having pleasurable experiences
- 8. motivation based on a combination of intrinsic and extrinsic benefits
- 10. the availability of online tools and devices that aid in achieving a co-creation task
- 13. the availability of help from other customers
- 14. gaining a better status and recognition
- 15. it’s development followed design science research and was validated by two applications