8 Step 6: Co-create – provide and consume

The purpose of Step 6: Co-create is for those involved in the service relationship to act together co-creating value based on agreed service offerings. The scope of this step includes:

service delivery and support

service consumption

service usage.

8.1 A service mindset

It is important that those involved in the service provision and consumption act responsibly, consider the interests of others, and focus on the agreed service outcomes. This is called ‘service empathy’.


Definition: Service empathy

The ability to recognize, understand, predict, and project the interests, needs, intentions, and ...

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