Service Capability Analysis as a Contribution to Co-Creation

Author:

Puga-Leal Rogério1,Ormazabal Marta2

Affiliation:

1. UNIDEMI, Universidade Nova de Lisboa, Portugal

2. Tecnun, University of Navarra, Spain

Abstract

Value co-creation emerges from the interaction between customers and firms, being the customer an active player in the established interaction. This brings the customers to the core of the measurement system, not allowing a traditional process capability analysis as usually performed. This chapter addresses the development of a service capability index, taking into account customer's expectations, customer's perceptions and service performance. This index is based on the “zone of tolerance” and it gives a perspective on value co-creation effectiveness. A methodology for converting perceived performance into real performance is proposed, including a procedure to assess the levels of adequate and desired service. An approach inspired on the Quality Function Deployment (QFD) is presented, promoting the ability for converting customer's expectations into operational terms and extending the methodology to situations with several customer's requirements and various operational characteristics. Different approaches are considered for outcome-related features and process-related features.

Publisher

IGI Global

Cited by 1 articles. 订阅此论文施引文献 订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献

1. Customer-Driven Business Information provision in Malaysian Government Agencies’ Library;International Journal of Academic Research in Progressive Education and Development;2018-08-05

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