Co-Creating Service-Experience Value
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
—Peter Drucker
Service-as-experience and the customer co-creation of that experience represent the most impactful, paradigm-shifting elements of Service Thinking. They place the service provider and customer in a new relationship, with limitless ramifications for business strategy and newly expanded opportunities for shared value creation.
Value-in-Experience
Value is a concept with a long history in economics and business. If we are willing, for the purposes of narrative, to broad-brush a vast history of economic thought into a single paragraph, we can say that the concept of value-in-use ...
Get Service Thinking now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
