Winning the Service Game

Revisiting the Rules by Which People Co-Create Value
  • Benjamin Schneider
  • David E. Bowen
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


The chapter presents a summary and extension of our book, Winning the Service Game, published in 1995 by Harvard Business School Press (Schneider & Bowen , 1995). We summarize the “rules of the game” we had presented there concerning the production and delivery primarily of consumer services and note several advances in thinking since we wrote the book. We emphasize that people (customers, employees, and managers) still are a prominent key to success in service and that this should be fully recognized in the increasingly technical sophistication of service science . The foundation of this thesis is the idea that promoting service excellence and innovation requires an understanding of the co-creation of value by and for people. Further, that such co-creation is most likely to effectively occur when an appropriate psycho-social context is created for people as they produce, deliver and experience a service process. Such a context is the result of understanding the complexities of the people who are a central component of the service delivery system.


Human Resource Management Service Organization Psychological Contract Service Employee Service Firm 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© © Benjamin Schneider and David E, Bowen. Used by permission. Summary and update of Winning the Service Game published by the Harvard Business School Press (1995) and copyrighted © 1995 by Benjamin Schneider and David E. Bowen  2010

Authors and Affiliations

  1. 1.Valtera Corporation and University of MarylandLa JollaUSA
  2. 2.Thunderbird School of Global ManagementGlendaleUSA

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