The previous chapters have established several key principles of the role of decision making in service systems:
•The service journey involves a sequence of decisions.
•Value propositions are cocreated throughout the service journey.
•Service termination, deviation or re-engagement are all possible within the service journey.
•Every service activity within a service journey potentially requires engagement decisions by all participating agents.
The ISPAR model of service (Maglio et al. 2009) identifies the essential junctures of a service journey as the steps of Interact- Serve-Propose-Agree-Realize. ISPAR takes a high-level view of a service, as opposed to the activity-level view required for service ...