• Deutsch
  • English

Service Co-Creation with the Customer: the Role of Information Systems

Dimension Value
  • Type of the Research Result
  • Literature Analysis
  • Current Status of Development
  • In Progress
    • With Pilot Application
  • Number of Cases
  • Not Specified
  • Functional Area
  • Core Processes
    • Core Processes First Level
      • Design and Implementation of Product-Service-Systems
      • Ideas Generation for Product-Service-Systems
  • Supporting Processes
    • Information Management
    • Company Size
    • Not Specified
    • Lifecycle Phase
    • Not Specified
    • Pre-Utilization
    • Types of Customers of Value Bundles
    • Businesses
    • Industry Sector
    • Banking and Insurance
    • Not Specified
    • Standardization
    • No Standardization

    This research-in-progress paper investigates the role of IS in delivering co-created services within the Financial Services Industry. These types of collaborative interactions where services are co-created between service providers and customers are under-researched, yet they are a growing phenomenon within professional services organisations. In particular, little is known about how IS can be used to facilitate co-creation interactions. The more that IS are used to facilitate customer interactions, the less scope there is for individually tailoring or co-creating service offerings with customers in a manor traditionally associated with person-to-person customer relationship strategies. Using Activity Theory as an analytical lens to view extant research, the paper develops a conceptual model for service co-creation.

    This research result was described by Sanja Tumbas (2. May 2011 - 9:03)
    This research result was last edited by Sanja Tumbas (14. November 2011 - 20:23)

    Further information

    This Research Result is related to the following Organization/s

    This Research Result is connected to the following Publication/s