... for service design. Service innovation Co-design Customer co-creation Team research Service design A key requirement for service design is to understand the circumstances surrounding the customer’s value-creation process. Only then can new value propositions be developed that effectively...

... re-use rights only From the perspective of customer co-creation, empowering customers to create their own experiences is beneficial for companies (Cova et al., 2015). Customer co-creation is critical for the success of m-services (Khansa et al., 2012 ; Mylonopoulos et al...

...Yingzi Xu; Roger Marshall; Bo Edvardsson; Bård Tronvoll Purpose – The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer post-recovery evaluations and behavioural intentions...

...Rohit Verma; Anders Gustafsson; Per Kristensson; Lars Witell Purpose Customer co‐creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. The purpose of this study...