CHAPTER 5

Unlocking Capabilities

Chapters 3 and 4 laid out a path for unlocking value co-creation through service process design—first for services, in general, and then for knowledge-intensive services, in particular. We now look more closely at the underlying capabilities that are the ultimate source of this value.

Both service providers and customers contribute resources—themselves, information, technologies, materials—to the service process that embody the knowledge, skills, and abilities (KSAs) of the participants in the service supply chain. These resources—both individually and linked together—form the capabilities embedded in the service process design that drive value. For example, knowledge-intensive service professionals such as healthcare ...

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