Abstract
Service Dominant Logic (SDL), a contemporary view of services as a foundation of all economic exchange, takes a very high level perspective of provider–customer interaction. The role of the customers in value creation is emphasized but their role in the creation of the value proposition choice sets is not explicitly considered. From another perspective, the notion of value co-creation addressed in existing Service Science studies often assumes the value proposition to be static – i.e., proposition/acceptance happens before the start of service and is not visited again during the service. This paper attempts to connect the macro view of SDL to the system view of Service Science in creating a framework of Service Value Network (SVN) that accounts for both provider and customer driven value co-creation.
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Notes
- 1.
For example, the Interact/Serve/Propose/Agree/Realize (ISPAR) model in (Spohrer et al. 2008).
- 2.
Lawton (2008) described new television ventures that promise to bring the community-building features of the Web into the living room.
- 3.
Social capital could be interpreted as an aggregation of social cohesion and personal investment in the community.
- 4.
Described a network as an economic mechanism for describing the value creation dynamics.
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Kwan, S.K., Yuan, ST. (2011). Customer-Driven Value Co-creation in Service Networks. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) The Science of Service Systems. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8270-4_11
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