Service Co-creation

Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


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.


Supply Chain Service Quality Service System Customer Relationship Management Customer Relationship 
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.


  1. 1.
    Chopra S, Meindl P (2016) Supply chain management: strategy, planning, and operation. Prentice Hall.
  2. 2.
    Lusch RF (2011) Reframing supply-chain management: a service-dominant logic perspective. J Supply Chain Manag 47(1):14–18. ISSN: 15232409Google Scholar
  3. 3.
    Kwan SK, Hottum P (2014) Maintaining consistent customer experience in service system networks. Serv Sci 6(2):136–147CrossRefGoogle Scholar
  4. 4.
    Kwan SK, Müller-Gorchs M (2011) Constructing effective value propositions for stakeholders in service system networks. In: Proceedings of SIGSVC workshop. Sprouts: Working Papers on Information Systems, vol 11, pp 1–23Google Scholar
  5. 5.
    Payne AF, Storbacka K, Frow P (2007) Managing the co-creation of value. J Acad Mark Sci 36(1):83–96. ISSN: 00920703Google Scholar
  6. 6.
    Carlzon J (1989) Moments of truth. HarperBusiness, New York, pp 160Google Scholar
  7. 7.
    Grönroos C (2007) Servie management and marketing, 3rd edn. Wiley, ChichesterGoogle Scholar
  8. 8.
    Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Mark 49(4):41. ISSN: 00222429Google Scholar
  9. 9.
    Fitzsimmons J, Fitzsimmons M (2007) Service management: operations, strategy, information technology w/student CD. McGraw-Hill/Irwin, New York, pp 537Google Scholar
  10. 10.
    Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64:12–40Google Scholar
  11. 11.
    Tangen S (2005) Demystifying productivity and performance. Int J Product Perform Manag 54(1):34–46. ISSN: 1741-0401Google Scholar
  12. 12.
    Donaldson B, O’Toole T (2003) Strategic market relationships: from strategy to implementation. Wiley, New YorkGoogle Scholar
  13. 13.
    Reichheld FF, Sasser W (1990) Zero defections: quality comes to services. Harv Bus Rev 105:289Google Scholar
  14. 14.
    Kumar V, Reinartz W (2012) Customer relationship management: concept, strategy, and tools. Springer texts in business and economics. Springer, BerlinCrossRefGoogle Scholar
  15. 15.
    Sheth J, Parvatiyar A (2000) Handbook of relationship marketing. Sage, Thousand OaksCrossRefGoogle Scholar
  16. 16.
    Dyché J (2002) The CRM handbook: a business guide to customer relationship management. Addison-Wesley, BostonGoogle Scholar
  17. 17.
    Gummesson E (2008) Total relationship marketing. Butterworth-Heinemann, OxfordGoogle Scholar
  18. 18.
    Straub T et al (2013) Customer integration in service innovation: an exploratory study. J Technol Manag Innov 8:25–33CrossRefGoogle Scholar
  19. 19.
    Herstatt C (1991) Anwender als Quelle für die Produktinnovation. Dissertation, ETH ZürichGoogle Scholar
  20. 20.
    Schneider B et al (2005) Understanding organization-customer links in service settings. Acad Manag J 48:1017–1032CrossRefGoogle Scholar
  21. 21.
    Lengnick-Hall CA (1996) Customer contributions to quality: a different view of the customer-oriented firm. Acad Manag Rev 21(3):791–824. ISSN: 0363-7425Google Scholar
  22. 22.
    Swan JE, Oliver RL (1989) Postpurchase communications by consumers. J Retail 65(4):516–533. ISSN: 00224359Google Scholar
  23. 23.
    Büttgen M (2009) Erscheinungsformen der Kundenintegration und Ansätze eines Integrationsmanagements. In: Stauss B (ed) Aktuelle Forschungsfragen im Dienstleistungsmarketing. Gabler, Wiesbaden, pp 105–132CrossRefGoogle Scholar
  24. 24.
    Bettencourt L (1997) Customer voluntary performance: customers as partners in service -delivery. J Retail 73(3):383–406CrossRefGoogle Scholar
  25. 25.
    Spohrer J et al (2008) The Service System Is the Basic Abstraction of Service Science. In Proceedings of the 41st Annual Hawaii International Conference on System Sciences. IEEE, pp 104–113Google Scholar
  26. 26.
    Spohrer J et al (2007) Steps Toward a Science of Service Systems. IEEE Computer Society, 40:71–77CrossRefGoogle Scholar

Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

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

Personalised recommendations