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