... misalignment in the mental pictures that managers, employees and customers have of the service. The study demonstrates how the process of articulating a shared service concept reduces these challenges. Design/methodology/approach A narrative methodology is used to analyze the perspectives of old management...

... and their mutual customers, and by applying a service concept framework to the study of integrated solutions. © Emerald Group Publishing Limited 2012 Integrated solution Co‐creation Service concept Business network Customers Business development In many industries, increased competition...