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Fundamentals of Service Systems pp 261–296Cite as

Service Co-creation

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Abstract

This chapter provides an overview on different aspects of co-creation in a service context. The first section introduces the concept of value co-creation in service systems and elaborates on the relationship of co-creation to service value propositions, service encounters, service quality, and service productivity. Furthermore, it introduces the concept of customer relationships, as well as concepts and methods that can be applied in order to manage these relationships for co-creation with customers. The third section elaborates on the different roles a customer can play within service co-creation, and its managerial implications.

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Author information

Authors and Affiliations

  1. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

    Johannes Kunze von Bischhoffshausen, Peter Hottum & Tim Straub

Authors
  1. Johannes Kunze von Bischhoffshausen
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  2. Peter Hottum
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  3. Tim Straub
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Corresponding author

Correspondence to Johannes Kunze von Bischhoffshausen .

Editor information

Editors and Affiliations

  1. Department of Informatics Engineering, University of Coimbra, Coimbra, Baixo Mondego, Portugal

    Jorge Cardoso

  2. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Hansjörg Fromm

  3. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Stefan Nickel

  4. Business Performance Services, Europe, IBM, Ehmingen, Baden-Württemberg, Germany

    Gerhard Satzger

  5. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Rudi Studer

  6. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Christof Weinhardt

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© 2015 Springer International Publishing Switzerland

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Bischhoffshausen, J.K.v., Hottum, P., Straub, T. (2015). Service Co-creation. In: Cardoso, J., Fromm, H., Nickel, S., Satzger, G., Studer, R., Weinhardt, C. (eds) Fundamentals of Service Systems. Service Science: Research and Innovations in the Service Economy. Springer, Cham. https://doi.org/10.1007/978-3-319-23195-2_8

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  • DOI: https://doi.org/10.1007/978-3-319-23195-2_8

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-23194-5

  • Online ISBN: 978-3-319-23195-2

  • eBook Packages: Computer ScienceComputer Science (R0)

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