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Designing service interfaces in co-creation situations

Katrien Verleye UGent, Paul Gemmel UGent and Deva Rangarajan (2012) 12th international research conference in service management, Abstracts.
abstract
To achieve competitive advantage, firms increasingly opt for extended levels of customer involvement in service processes. Firms involve customers not only in service delivery processes through self-service and co-production, but also in new service development processes through co-creation. This research investigates the conditions under which co-creation benefits customers, firms, and service employees, thereby drawing from lessons learned in research on self-service and co-production. A comprehensive review revealed that successful self-service and co-production require methods to manage both customers and service interfaces (i.e., service employees and technologies that mediate interactions and relationships between a firm and its customers). Therefore, this research aims to provide more insight into methods to manage customers acting as co-creators and the implications for the design of service interfaces in co-creation situations. By comparing methods to manage customers and service interfaces in self-service/co-production versus co-creation situations, this research provides a unifying framework for both researchers and managers.
Please use this url to cite or link to this publication:
author
organization
year
type
conference
publication status
published
subject
in
12th international research conference in service management, Abstracts
conference name
12th International Research Conference in Service Management
conference location
La Londe Les Maures, France
conference start
2012-05-29
conference end
2012-06-01
language
English
UGent publication?
yes
classification
C3
id
2078643
handle
http://hdl.handle.net/1854/LU-2078643
date created
2012-03-31 13:28:20
date last changed
2015-01-27 15:19:20
@inproceedings{2078643,
  abstract     = {To achieve competitive advantage, firms increasingly opt for extended levels of customer involvement in service processes. Firms involve customers not only in service delivery processes through self-service and co-production, but also in new service development processes through co-creation. This research investigates the conditions under which co-creation benefits customers, firms, and service employees, thereby drawing from lessons learned in research on self-service and co-production. A comprehensive review revealed that successful self-service and co-production require methods to manage both customers and service interfaces (i.e., service employees and technologies that mediate interactions and relationships between a firm and its customers). Therefore, this research aims to provide more insight into methods to manage customers acting as co-creators and the implications for the design of service interfaces in co-creation situations. By comparing methods to manage customers and service interfaces in self-service/co-production versus co-creation situations, this research provides a unifying framework for both researchers and managers.},
  author       = {Verleye, Katrien and Gemmel, Paul and Rangarajan, Deva},
  booktitle    = {12th international research conference in service management, Abstracts},
  language     = {eng},
  location     = {La Londe Les Maures, France},
  title        = {Designing service interfaces in co-creation situations},
  year         = {2012},
}

Chicago
Verleye, Katrien, Paul Gemmel, and Deva Rangarajan. 2012. “Designing Service Interfaces in Co-creation Situations.” In 12th International Research Conference in Service Management, Abstracts.
APA
Verleye, Katrien, Gemmel, P., & Rangarajan, D. (2012). Designing service interfaces in co-creation situations. 12th international research conference in service management, Abstracts. Presented at the 12th International Research Conference in Service Management.
Vancouver
1.
Verleye K, Gemmel P, Rangarajan D. Designing service interfaces in co-creation situations. 12th international research conference in service management, Abstracts. 2012.
MLA
Verleye, Katrien, Paul Gemmel, and Deva Rangarajan. “Designing Service Interfaces in Co-creation Situations.” 12th International Research Conference in Service Management, Abstracts. 2012. Print.