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2011 | OriginalPaper | Buchkapitel

Key Dimensions of Service Systems in Value-Creating Networks

verfasst von : Cristina Mele, Francesco Polese

Erschienen in: The Science of Service Systems

Verlag: Springer US

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Abstract

The aim of this chapter is to identify the key dimensions of service systems and to describe how they interact in the process of value co-creation. The four key dimensions identified in the analysis are: customers; people (including employees and other stakeholders); information; and technology. The chapter also characterises the value-creation process in service systems as consisting of three related stages: value proposition; acceptance; and fulfilment. The main conclusion of the chapter is that the four key dimensions interact at all three stages in a network of relationships that co-create value through the integration of resources. In details, the interactions between the key dimensions shape two kinds of nets: (i) a social network; (ii) a technological network. These nets are the basis for a greater value-creating network aimed at increasing stakeholder value. Conclusions have practical implications for managers and theoretical implications for researchers.

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Titel: Key Dimensions of Service Systems in Value-Creating Networks
verfasst von: Cristina Mele
Francesco Polese
Verlag: Springer US
Buch: The Science of Service Systems
Print ISBN: 978-1-4419-8269-8

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

Copyright-Jahr: 2011
DOI: https://doi.org/10.1007/978-1-4419-8270-4_3

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