55. As a hotel operator
I promise to help you rest as part of your trip
56. As a reservation system
I promise to help you reserve a satisfactory room
I promise to be functional usable and available
I promise not to lose your reservation
I promise not to let your credit card get stolen
57. As a hotel lobby
I promise to help you transition from travel to rest
I promise to be clean, attractive, and navigable
I promise to be friendly and helpful
I promise to give you a place to store your luggage
58. As a front-desk system
I promise to help you get the guest checked in
I promise to be functional usable and available
I promise to find the right information quickly
59. As a hotel property
I promise to support your larger service context
I promise to update your airline rewards points
I promise to help you find a nice restaurant for dinner
I promise to let you work from your room
I promise to get you a taxi in time to get to the airport
60. Promise Theory helps span boundaries
Horizontal and vertical silos
Disciplines and perspectives
Providers and customers
Service systems
68. Do not pass go. Do not collect $200. Read:
‘In Search of Certainty’, Burgess
‘Promise Theory’, Bergstra/Burgess
‘Understanding Computers and Cognition’, Winograd/Flores