J Robert Rossman

In the Experience Economy, Participation Trumps Service Interactions

There are two strategies to ensure success in the experience economy. First, understand how it differs from the commodity, production, and service economies. Second, understand how customers value their time. Unlike the manufacturing and service economies, in the experience economy spending time is more...

Experience Designers Engage Customer Participation

By J. Robert Rossman and Mathew D. Duerden, coauthors, Designing Experiences, (2019), New York, NY: Columbia University Press.  There is great interest in participating in the experience economy. Twenty years ago, the prevailing notion was that experience is simply another type of service. But, B....

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