CHAPTER 3

Value Co-Creation in Service Processes

Simply put, the goal of service process design is to provide a mechanism for unlocking value co-creation. We now focus on the question of how to do this—how to bring service providers and customers together through the service process design to co-create value. Clearly, technology-enabled service innovations, the expanded role of the customer, and the use of service inventory are part of the answer; we have presented a number of examples demonstrating their impact on service process design. These factors have figured and will continue to figure prominently in the emerging service process landscape as service providers and customers demand ever greater value from services.

Before continuing, let’s ...

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