Krug, Simone, Korthaus, Axel, Fielt, Erwin and Leyer, Michael (2010) Co-creation in business service lifecycle management. In: Information systems : defining and establishing a high impact discipline : 21st Australasian Conference on Information Systems, 1-3 December 2010, Brisbane. Rosemann, Michael, Green, Peter and Rohde, Fiona, eds. Australasian Conference on Information Systems, Brisbane.

Abstract

Co-creation between customers and providers has recently gained more attention by business service providers as a promising endeavour. The different perspectives of co-creation - innovation, sourcing and marketing - are well deployed. From a provider’s point of view, the question of how to manage business services with respect to co-creation is vitally important. However, service engineering and service lifecycle management typically take a mostly internal, closed-loop approach, although a logical implication of acknowledging the value co-creation perspective on “service” would be to leverage customer and other stakeholder competences to the full extent. This paper aims at reconciling the perspectives of co-creation and makes a contribution by analysing where and how co-creation can be effectively utilised throughout the various stages of a generic business service lifecycle. The result will be a framework guiding companies in using co-creation when managing their business services.

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