The aim of this chapter is to identify the key dimensions of service systems and to describe how they interact in the process of value co-creation. The four key dimensions identified in the analysis are: customers; people (including employees and other stakeholders); information; and technology. The chapter also characterises the value-creation process in service systems as consisting of three related stages: value proposition; acceptance; and fulfilment. The main conclusion of the chapter is that the four key dimensions interact at all three stages in a network of relationships that co-create value through the integration of resources. In details, the interactions between the key dimensions shape two kinds of nets: (i) a social network; (ii) a technological network. These nets are the basis for a greater value-creating network aimed at increasing stakeholder value. Conclusions have practical implications for managers and theoretical implications for researchers.

Key Dimensions of Service Systems in Value-Creating Networks

POLESE, Francesco
2011

Abstract

The aim of this chapter is to identify the key dimensions of service systems and to describe how they interact in the process of value co-creation. The four key dimensions identified in the analysis are: customers; people (including employees and other stakeholders); information; and technology. The chapter also characterises the value-creation process in service systems as consisting of three related stages: value proposition; acceptance; and fulfilment. The main conclusion of the chapter is that the four key dimensions interact at all three stages in a network of relationships that co-create value through the integration of resources. In details, the interactions between the key dimensions shape two kinds of nets: (i) a social network; (ii) a technological network. These nets are the basis for a greater value-creating network aimed at increasing stakeholder value. Conclusions have practical implications for managers and theoretical implications for researchers.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11386/3107551
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