... identify two levels of service co-creation: (1) service co-development and (2) service co-evaluation that are affected by customer capabilities and firm/institutional barriers. The outcome of service co-creation lies in the social, economic and experiential values thus created. A pandemic strengthens...

... on the value added for the customer. Design/methodology/approach – A multi-case research investigated how manufacturers can increase their service revenues; how corporate reputation can be analyzed to enhance financial and market performance; how customer satisfaction and price acceptance are related...

... of public‐sector organisations around the world. Therefore, many public‐sector organisations have been encouraged to implement benchmarking as one way of satisfying the government's requirement that public organisations provide best‐value services. In order to achieve best‐value services in public‐sector...

... with a key role in setting the benchmarking agenda of the local government sector (such as the DETR, the Audit Commission, The Local Government Association, The Improvement and Development Agency). Benchmarking Value Performance measurement Local government Normative themes from the private...

...Patrick Sik‐wah Fong; Qiping Shen; Eddie W.L. Cheng Aims at developing an analytical framework for benchmarking value management. After a review of the extant literature on value management, identifies several critical success factors and related performance metrics. These critical success factors...

... for the reform of local government encourages the use of benchmarking across the sector. © MCB UP Limited 2000 Benchmarking Value Performance measurement Central government Davis (1998) contends that benchmarking is burgeoning in the UK local government sector. However, our findings...

...Peter Hines; Nick Rich; Ann Esain This paper describes the application of a new variant of process benchmarking called value stream mapping to the development of a supplier network around a prominent distributor of electronic, electrical and mechanical components. This involved mapping...