convivial – essays on human-scale business and designWhat happens to the business ideas we rely on when you slow down and examine the conditions under which they hold. By Jonathan Kalinowski, from a hands-on practice for locally owned businesses in the Triangle.https://convivial.works/feed.xml2026-07-27T12:00:00Zhttps://convivial.works/favicon.svgJonathan Kalinowskijonathan@convivial.workshttps://convivial.works/The Industrialization of Experiencehttps://convivial.works/the-industrialization-of-experience.html2026-07-27T12:00:00Z2026-07-27T12:00:00ZThe most popular film in Netflix history is flawless, and I hated every minute of it. On K-pop, storytelling formulae, the inverted feedback loop between audience and artist, and the one kind of business that cannot be industrialized.The Scale Answer: What Service Quality Actually Measureshttps://convivial.works/the-scale-answer.html2026-03-19T12:00:00Z2026-03-19T12:00:00ZThree researchers defined service quality in the 1980s. 35+ years later, we realize they inadvertently identified the causes of poor service quality in large-scale organizations. The five SERVQUAL gaps, re-read as the pathology of scale.The Scale Question: What Service Design's Foundational Principles Missedhttps://convivial.works/the-scale-question.html2026-02-27T12:00:00Z2026-02-27T12:00:00ZAt what scale do the foundational principles of service design actually hold true? Five heuristics for finding the threshold, and five principles refined to take scale seriously.