Analysing and Computing the Risk of Customer Integration for a Service Provider

  • Wolfgang SeiringerEmail author
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10371)


The active customer participation during service co-production means risks and also chances for a service provider. Without knowledge about the risks, it is difficult for a service provider to benefit from customer integration. Risk factors of the mandatory customer integration are the active or passive role of the customer, quantity and quality of the provided resources and experience. In this paper we analyse the risk of customer integration and present a risk based approach to measure the potential loss for a service provider due to unexpected customer performance. Our paper provides a detailed analysis of concepts related to customer integration and a risk based method suitable as extension for existing service performance and costings methods. Such a costing method is Activity-Based Costing (ABC).


Customer integration Risk based service costing Service production Service performance 


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Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  1. 1.Institute of Software Technology and Interactive SystemsVienna University of TechnologyViennaAustria

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