Publication: Service encounter thinklets: how to empower service agents to put value co-creation into practice Service encounter thinklets
Service encounter thinklets: how to empower service agents to put value co-creation into practice Service encounter thinklets
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Giesbrecht, T., Schwabe, G., & Schenk, B. (2017). Service encounter thinklets: how to empower service agents to put value co-creation into practice Service encounter thinklets. Information Systems Journal, 27, 171–196. https://doi.org/10.1111/isj.12099
Abstract
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The concept of value co-creation and the service encounter as locus of this value co-creation gained much academic interest, notably in marketing research and service sciences. While the current research discourse mainly follows conceptual perspectives, there has been little research on the practical implications on service agents' enabling co-creation of value in the information technology (IT)-supported service encounters with clients. In this paper, we seek to bridge this gap and first use the example of IT-supported citizen adviso
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- Giesbrecht, Tobias
- Schenk, Birgit
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Citations
Giesbrecht, T., Schwabe, G., & Schenk, B. (2017). Service encounter thinklets: how to empower service agents to put value co-creation into practice Service encounter thinklets. Information Systems Journal, 27, 171–196. https://doi.org/10.1111/isj.12099
