Right Service and Service Right: How collaborating heterogeneous networks at the front end of service development benefit the process to get the service right

Lilian Henze
Delft University of Technology, Delft, The Netherlands

Ingrid Mulder
Delft University of Technology, Delft, The Netherlands

Pieter Jan Stappers
Delft University of Technology, Delft, The Netherlands

Behzad Rezæi
Delft University of Technology, Delft, The Netherlands

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Ingår i: ServDes.2012 Conference Proceedings Co-Creating Services; The 3rd Service Design and Service Innovation Conference; 8-10 February; Espoo; Finland

Linköping Electronic Conference Proceedings 67:10, s. 83-92

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Publicerad: 2013-10-16

ISBN: 978-91-7519-482-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


The development of services is a process in which heterogeneous networks of organizations; designers; and customers collaborate. In this paper we argue that getting a service right at the end of such a development process will be easier when at the very beginning of the process already is started with a collaboration of these networks aiming at getting the right service. To get the right service the co-creation of value; and deployment of actual experiences of users as drivers for service innovation; are seen as important ingredients. This discussion is based on the findings in an on going project; with the aim to develop a framework for conceptualization and implementation of services. The collaborations are addressed from both the organization and design perspectives.


Product-Service Systems; networked collaboration; multi-perspective co-creation; co-creation of value


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