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Towards a Framework of Influence Factors for Value Co-creation in Service Systems

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Exploring Services Science (IESS 2015)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 201))

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Abstract

According to modern service science theory, value is jointly generated by several partners forming a service system. In this work, we focus on a simple two-party system consisting of a service provider and its customer. The value created by this service system hinges on the contribution of both parties. That is, it also depends on the collaboration of the customer, which is a key characteristic of services in traditional definitions. Providers, however, lack knowledge on how to identify and measure the influence factors for value co-creation, such as customer contribution. Being aware of customer contribution, providers could design and manage value propositions purposefully. In this work, we provide a first version of a framework of influence factors for value co-creation in service systems, which may serve providers as a guideline for identifying different types of customer contribution.

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Authors and Affiliations

  1. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT), Englerstr. 11, Building 11.40, 76131, Karlsruhe, Germany

    Peter Hottum, Axel Kieninger & Peter Brinkhoff

Authors
  1. Peter Hottum
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  2. Axel Kieninger
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  3. Peter Brinkhoff
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Correspondence to Peter Hottum .

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Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. Politehnica University of Bucharest, Bucharest, Romania

    Monica Drăgoicea

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Hottum, P., Kieninger, A., Brinkhoff, P. (2015). Towards a Framework of Influence Factors for Value Co-creation in Service Systems. In: Nóvoa, H., Drăgoicea, M. (eds) Exploring Services Science. IESS 2015. Lecture Notes in Business Information Processing, vol 201. Springer, Cham. https://doi.org/10.1007/978-3-319-14980-6_1

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  • DOI: https://doi.org/10.1007/978-3-319-14980-6_1

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-14979-0

  • Online ISBN: 978-3-319-14980-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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