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Modeling of Service Value Creation based on Multidisciplinary Framework
Abstract
Service value is successfully created when customers enjoy the benefits of services provided through the service system. Such service value creation requires a multidisciplinary approach such as finding challenging ways of doing this in recent service science. This chapter focuses on visualizing the process of service value creation in actual service enterprises based on modern-service or knowledge-creation theory. The proposed model describes the shift of service values, focusing on the three axes of the “location where the service is provided/used,” “the level of user needs,” and the “degree of customer participation in value co-creation.” The methodology based on this model is demonstrated through case studies involving accommodation services including “o-motenashi” hospitality and network-based information services using smart devices.
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