Moving Forward the Limits for Service Operations Optimization

Cesarotti, Vittorio; Spada, Caterina; Giuiusa, Alessio; Biagiotti, S.

doi:10.1109/icss.2010.77

Cited by 2 publications

(3 citation statements)

References 24 publications

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“…In this respect, the Value Proposition should have both functional and emotional appeal, and the service experience (and the value realized) is unique to each individual and each service consumption situation (Gentile et al, 2007); • Customers consider both explicit costs (price) of obtaining that result and the implicit ones (the access cost) (Heskett & Sasser Jr, 2010). Explicit costs can be reduced through service optimization (Cesarotti et al, 2010;Cesarotti & Giuiusa, 2010). Access costs could also embrace cultural costs due to the change of customer habits.…”

Section: Literature Reviewmentioning

confidence: 99%

“…A set of customers that continuously cocreate value in a proper and reliable manner raises, for the provider, the customer's life cycle value and the customer's equity as well. In this sense, ensuring that value-cocreation is enabled in a service interaction is critical (Cesarotti et al, 2010).…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to Service Dominant Logic "the involvement in "coproduction" is optional and can vary from none at all to extensive coproduction activities by the customer or user" that are ascribable to the degree of permeation within a service (Chase & Tansik, 1983;Cesarotti et al, 2010). Heskett and Sasser (2008) identified a set of reasons why customers are willing to coproduce, "taking responsibilities upon activities" that, otherwise, would fall to the service provider.…”

Section: Coproduction and Cocreationmentioning

confidence: 99%

See 2 more Smart Citations

Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

Cesarotti

Giuiusa²,

Kwan

et al. 2014

International Journal of Service Science, Management, Engineering, and Technology

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Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate\ud value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two\ud or more service entities, is always cocreated, value-cocreation is rarely considered in designing a service\ud even though this is a main design driver that leads to successful construction of Value Propositions1 (VP).\ud The presence of multiple channels (in-person, phone, and web) may give rise to opportunities for enhanced\ud value-cocreation. Still, different channels may lead the beneficiary of the service to interact as a value coproducer,\ud linking value-cocreation to his/her capability to properly perform the service. The authors explore\ud the opportunity to increase the value cocreated in a service process through improved design using multiple\ud channels. The authors develop a method that guides service designers in the construction of more effective\ud multichannel Value Propositions, increasing the opportunities to enhance the cocreation of value. This paper\ud should be of value to both researchers and practitioners looking for new ways to construct effective multichannel\ud Value Propositions

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Coproduction and Cocreationmentioning

confidence: 99%

See 1 more Smart Citation

Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

Cesarotti

Giuiusa²,

Kwan

et al. 2014

International Journal of Service Science, Management, Engineering, and Technology

View full text Add to dashboard Cite

show abstract

Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

Cesarotti

Giuiusa²,

Kwan

et al.

Business Law and Ethics

View full text Add to dashboard Cite

Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two or more service entities, is always cocreated, value-cocreation is rarely considered in designing a service even though this is a main design driver that leads to successful construction of Value Propositions1 (VP). The presence of multiple channels (in-person, phone, and web) may give rise to opportunities for enhanced value-cocreation. Still, different channels may lead the beneficiary of the service to interact as a value coproducer, linking value-cocreation to his/her capability to properly perform the service. The authors explore the opportunity to increase the value cocreated in a service process through improved design using multiple channels. The authors develop a method that guides service designers in the construction of more effective multichannel Value Propositions, increasing the opportunities to enhance the cocreation of value. This paper should be of value to both researchers and practitioners looking for new ways to construct effective multichannel Value Propositions.

show abstract

Moving Forward the Limits for Service Operations Optimization

Cited by 2 publications

References 24 publications

Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

Designing Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon

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