Authors
Lia Patrício, Nelson Figueiredo de Pinho, Jorge Grenha Teixeira, Raymond P Fisk
Publication date
2018/3
Journal
Service Science
Volume
10
Issue
1
Pages
76-97
Publisher
INFORMS
Description
In the increasingly complex service environment, value is cocreated through webs of interactions between provider networks and customer networks. This is evident in healthcare services, where well-being can be achieved only through the joint efforts of professional healthcare networks and patient networks. Addressing the challenge of creating network-level services, the service design for value networks (SD4VN) method designs services as enablers of many-to-many value cocreating interactions among network actors. By integrating previous research on value networks and service design, SD4VN develops a process and a set of models beyond supporting dyadic (customer–service provider) interactions to understanding the interrelated activities, interactions, and goals of network actors and designing services to support the different actors in reaching their goals with balanced centricity. Following a design …
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