Right Service and Service Right: How collaborating heterogeneous networks at the front end of service development benefit the process to get the service right

Authors

Lilian Henze, Delft University of Technology, Delft, The Netherlands
Ingrid Mulder, Delft University of Technology, Delft, The Netherlands
Pieter Jan Stappers, Delft University of Technology, Delft, The Netherlands
Behzad Rezæi, Delft University of Technology, Delft, The Netherlands

Abstract

The development of services is a process in which heterogeneous networks of organizations; designers; and customers collaborate. In this paper we argue that getting a service right at the end of such a development process will be easier when at the very beginning of the process already is started with a collaboration of these networks aiming at getting the right service. To get the right service the co-creation of value; and deployment of actual experiences of users as drivers for service innovation; are seen as important ingredients. This discussion is based on the findings in an on going project; with the aim to develop a framework for conceptualization and implementation of services. The collaborations are addressed from both the organization and design perspectives.

Keywords

Product-Service Systems; networked collaboration; multi-perspective co-creation; co-creation of value

DOI

https://doi.org/10.21606/servdes2012.19

Citation

Henze, L., Mulder, I., Stappers, P.,and Rezæi, B.(2012) Right Service and Service Right: How collaborating heterogeneous networks at the front end of service development benefit the process to get the service right, in Tossavainen, P. J., Harjula, M., & Holmlid, S. (eds.), ServDes 2012: Co-Creating Services, 8–10 February, Espoo, Finland. https://doi.org/10.21606/servdes2012.19

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License

Conference Track

Research Papers