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Determining value co-creation opportunity in B2B services

Authors: Karuna Pande Joshi, and Murthy Chebiyyam

Book Title: Proceedings of SRII Global Conference 2011

Date: March 30, 2011

Abstract: In Business to Business (B2B) IT outsourcing contracts service providers have to demonstrate value continuously to retain client loyalty. However, sustained value can only be co-created by both service providers and clients though a collaborative process. This process of jointly creating value is termed value co-creation. In this paper we present a new technique that we have devised to identify the opportunities for value co-creation based on priorities for value drivers in an IT enabled B2B services contract. We illustrate this technique by applying it to the IT Helpdesk service.

Type: InProceedings

Organization: Services Research and Innovation Institute

Tags: service science

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