A unified framework for the design of service systems

Trinh, Truong Hong; Kachitvichyanukul, Voratas

doi:10.1504/ijsom.2013.054448

Cited by 6 publications

(6 citation statements)

References 39 publications

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“…In contrast to service companies' own resources, inner processes and value creation for their customers, the recent service literature emphasises customers and their role and participation in service processes, service co-production and value co-creation (e.g., Vargo and Lusch, 2004;Dobrzykowski et al, 2011;Grönroos, 2011;Ulkuniemi and Pekkarinen, 2011;Komulainen and Tapio, 2013;Trinh and Kachitvichyanukul, 2013;Ostrom et al, 2015).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Revealing customer dominant logic in healthcare services

Seppänen

Huiskonen

Koivuniemi

et al. 2017

IJSOM

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Abstract:With the increasing interest in the customers' role in service processes and value creation, there is a need to explore customer dominant logic in real service settings. This study focuses on the appearance and characteristics of customer dominant logic through a case study conducted in a healthcare service organisation. The main findings of the study concern how customer dominant logic appears in certain situations, when the service provider utilises information about a customer's life and ecosystem. The study results provide a rich contribution towards a deeper understanding of customer dominant logic in services. Practical suggestions are offered to service managers to make their services more customer-centric.Keywords: customer value; value creation; value co-creation; service dominant logic; customer dominant logic; provider dominant logic; customer-centric; healthcare service.Reference to this paper should be made as follows: Seppänen, K., Huiskonen, J., Koivuniemi, J. and Karppinen, H. (2017) Biographical notes: Kaisa Seppänen holds a Master of Science in Technology at the Lappeenranta University of Technology. She is a PhD student at Lappeenranta University of Technology. Her educational background is also from Lappeenranta University of Technology, where she studied chemistry and process development as the main subject. Today, as a PhD student, her personal research interest and focus of dissertation is in customer-service process interfaces and service process design in the healthcare context. Jouni Koivuniemi is an Associate Professor of Service Processes and Networks of the School of Business and Management at the Lappeenranta University of Technology, Finland. His research interests focus on service networks, service and sustainable business models, and early phases of new business development. He has a 15-year experience in leading and expert positions on interdisciplinary and international research on these areas within public services and various industrial sectors. He has over 40 publications in international journals and conferences.Henri Karppinen currently works as a Research Manager at the Saimaa University of Applied Sciences, Lappeenranta, Finland. As a Research Manager, he focuses on research and development projects related to internationalisation of service business industry and digitalisation of customer-driven services. His personal research interest and focus is in digitalised personal healthcare, including cross-platform and application information processes and customer-driven health information sharing and delivery.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Revealing customer dominant logic in healthcare services

Seppänen

Huiskonen

Koivuniemi

et al. 2017

IJSOM

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“…The view of Offering Dominant logic (O-D logic) is based on value co-creation perspective that emphases on firm-customer interaction and value trade-off between the firm and the customer. The customer can actively participate in firm's production process as co-producer (Grönroos, 1978;Ojasalo, 2003;Parks et al, 1981;Trinh & Kachitvichyanukul, 2013;Wikström, 1996). The level and nature of co-production is viewed as strategic decisions that must be managed by the firm (Ojasalo, 2010).…”

Section: Value Co-creationmentioning

confidence: 99%

“…Since customer is treated as co-producer in the offering process (Trinh & Kachitvichyanukul, 2013), besides firm capital (K) and firm employee (H), customer input (L) should be included in the following co-production function.…”

Section: Joint Value Functionmentioning

confidence: 99%

A game theory approach for value co-creation systems

Trinh

Liêm

Kachitvichyanukul

2014

Production & Manufacturing Research

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This paper introduces a game theory approach to study firms' strategic behaviours in value co-creation systems. The game theory approach not only faces a joint value optimization problem between the firm and the customer, but also faces a value allocation problem to the firms. Value co-creation system emphases on firm-customer interaction and value trade-off between the firm and the customer. Simulation experiments are carried out on the hypothetical system to conduct the value trade-off between the firm and the customer, and study the firms' strategic behaviours on the market place. The experimental results indicate the value trade-off between the firm and the customer, and the strategic tension between cooperation and competition. Although the competitive action is the dominant strategy for each firm, but the firms' cooperative action guarantee to gain a maximum joint value. This paper contributes theoretical insights on value co-creation and firms' strategic behaviours in value cocreation systems.

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“…Verma et al (2013) discuss how service firms can improve their resource planning by developing a model of co-creation. Trinh and Kachitvichyanukul (2013) have developed a framework for the design of service systems while considering the customer as a co-producer. They show the trade-off between the service provider and the service recipient.…”

Section: Introductionmentioning

confidence: 99%

A review of DEA-based resource and cost allocation models: implications for services

White¹,

Bordoloi

2015

IJSOM

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Data envelopment analysis (DEA), by its design, was not intended for resource allocation but for measuring relative efficiency of decision-making units. Despite this, many researchers have successfully applied this modelling technique to a variety of resource and cost allocation decisions in order to improve operational efficiencies. This paper is a comprehensive review and classification of such articles. The papers were classified by industry and by DEA model-orientation. The findings of this paper show that existing models predominately apply DEA to mass service industries (e.g., banking), thus, revealing the opportunity for researchers to further develop DEA-based resource allocation modelling toward improving the operational efficiencies of other service industries (e.g., professional services). To guide researchers to this end, we offer a discussion of the use of DEA modelling when the service provider and the customer are both resources needing to be allocated, in other words, using DEA to model professional or co-created services.

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A unified framework for the design of service systems

Cited by 6 publications

References 39 publications

Revealing customer dominant logic in healthcare services

Revealing customer dominant logic in healthcare services

A game theory approach for value co-creation systems

A review of DEA-based resource and cost allocation models: implications for services

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