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Service Thinking by Jeff Saperstein, Hunter Hastings

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Chapter 2

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 ...

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