Key Dimensions of Service Systems in Value-Creating Networks

  • Cristina Mele
  • Francesco Polese
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


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.


Value Network Customers People Information Technology 


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© Springer Science and Business Media, LLC 2011

Authors and Affiliations

  • Cristina Mele
  • Francesco Polese
    • 1
  1. 1.DIAM DeptUniversity of CassinoCassinoItaly

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