The pursuit of value co-creation: Engineering service applications to achieve customer satisfaction

The hallmark of service-value co-creation-is not easy to achieve in B2B IT service engagements. Typically, client and provider are both complicated organizational entities with multiple agendas and diverse stakeholders, and engagements often extend over years. We analyzed a number of IT service engagements to better understand their complex dynamics, with the ultimate goal of improving their outcomes. This paper reports on our study of how value co-creation unfolds over time, and identifies basic dynamics central to the modeling of service systems-actualization of service and realization of value-that are reflected in the proposed framework.

show abstract

Business Value in Complex IT Service Engagements: Realization is Governed by Patterns of Interaction

Stucky

Cefkin

Rankin

et al. 2010

2010 43rd Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

Mutually successful win-win outcomes in complex IT service engagements are by no means easy to achieve. Typically, provider and client represent complex organizational entities with multiple agendas and diverse stakeholders involved in long-term engagements. Unsurprisingly, new opportunities to create value arise; however, value propositions can fail to be realized, especially when the provider has fulfilled contractual agreements and yet the customer has expressed dissatisfaction. How do we explain this phenomenon, and more importantly, avoid its occurrence? In this paper we examine three IT service engagements through the lens of a conceptual model based on foundational service system concepts. Crosscase analysis reveals patterns of interaction that have the potential to increase, and in some instances, diminish value over time. Our approach identifies leading indicators that mitigate risk and increase benefit to both clients and provider, enabling IT service companies to take advantage of emerging opportunities that lead to greater value co-creation.

show abstract

The pursuit of value co-creation: Engineering service applications to achieve customer satisfaction

Cited by 3 publications

References 10 publications

Identifying Value in the Engineering Enterprise

Identifying Value in the Engineering Enterprise

Dynamics of value co-creation in complex IT service engagements

Business Value in Complex IT Service Engagements: Realization is Governed by Patterns of Interaction

Contact Info

Product

Resources

About