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Introduction of the Science of Service Systems Read chapter Read first chapter

2011 | OriginalPaper | Chapter

Customer-Driven Value Co-creation in Service Networks

Authors : Stephen K. Kwan, Soe-Tsyr Yuan

Published in: The Science of Service Systems

Publisher: Springer US

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Abstract

Service Dominant Logic (SDL), a contemporary view of services as a foundation of all economic exchange, takes a very high level perspective of provider–customer interaction. The role of the customers in value creation is emphasized but their role in the creation of the value proposition choice sets is not explicitly considered. From another perspective, the notion of value co-creation addressed in existing Service Science studies often assumes the value proposition to be static – i.e., proposition/acceptance happens before the start of service and is not visited again during the service. This paper attempts to connect the macro view of SDL to the system view of Service Science in creating a framework of Service Value Network (SVN) that accounts for both provider and customer driven value co-creation.

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previous chapter A Framework that Situates Technology Research Within the Field of Service Science
next chapter Towards Service System Governance: Leveraging Service System Grammar to Empower Value Co-creation
Footnotes
1
For example, the Interact/Serve/Propose/Agree/Realize (ISPAR) model in (Spohrer et al. 2008).
 
2
Lawton (2008) described new television ventures that promise to bring the community-building features of the Web into the living room.
 
3
Social capital could be interpreted as an aggregation of social cohesion and personal investment in the community.
 
4
Described a network as an economic mechanism for describing the value creation dynamics.
 
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Metadata
Title
Customer-Driven Value Co-creation in Service Networks
Authors
Stephen K. Kwan
Soe-Tsyr Yuan
Copyright Year
2011
Publisher
Springer US
Book
The Science of Service Systems

Print ISBN: 978-1-4419-8269-8

Electronic ISBN: 978-1-4419-8270-4

Copyright Year: 2011

DOI
https://doi.org/10.1007/978-1-4419-8270-4_11

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