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Service as value co‐production: reframing the service design process

Service as value co‐production: reframing the service design process Purpose – The purpose of this paper is to propose a methodological approach to design product service systems based on an active participation of customers to the value production process. Furthermore, the paper aims to present methods and techniques that can be used to understand local context and highly individualized needs, and to integrate local actors, including users in the value production process. Design/methodology/approach – Methods and tools presented in this paper are structured into three main categories: analytical tools, development tools and representation techniques. Such tools will be illustrated through examples from case studies. Findings – Methods and techniques presented in this paper are borrowed from other disciplines and adapted to the task of service design. The new methods relate to a new paradigmatic framework and are not easy to compare with existing methods, they are rather complementary to existing knowledge on service design. Practical implications – The new methodological approach implies a shift in the role of industrial companies that are supposed to leave their prominent role in value creation and become facilitators of a process of value co‐production. Originality/value – This paper considers a fundamental change in the role for customers and industrial companies in the value‐creation process. Consequently, it presents a methodological approach to support such change. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Manufacturing Technology Management Emerald Publishing

Service as value co‐production: reframing the service design process

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References (50)

Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1741-038X
DOI
10.1108/17410380910960993
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to propose a methodological approach to design product service systems based on an active participation of customers to the value production process. Furthermore, the paper aims to present methods and techniques that can be used to understand local context and highly individualized needs, and to integrate local actors, including users in the value production process. Design/methodology/approach – Methods and tools presented in this paper are structured into three main categories: analytical tools, development tools and representation techniques. Such tools will be illustrated through examples from case studies. Findings – Methods and techniques presented in this paper are borrowed from other disciplines and adapted to the task of service design. The new methods relate to a new paradigmatic framework and are not easy to compare with existing methods, they are rather complementary to existing knowledge on service design. Practical implications – The new methodological approach implies a shift in the role of industrial companies that are supposed to leave their prominent role in value creation and become facilitators of a process of value co‐production. Originality/value – This paper considers a fundamental change in the role for customers and industrial companies in the value‐creation process. Consequently, it presents a methodological approach to support such change.

Journal

Journal of Manufacturing Technology Management – Emerald Publishing

Published: Jun 5, 2009

Keywords: Services; Production processes; Customers

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