SERVICE VALUE AS AN AGENTIAL CO-CREATION

摘要

Service value emerges from virtual capacities immanent in ecosystems of capabilities, is enacted through intensive agencies in platforms of engagements, and embodied as outcomes in actual environments of interactions afforded by engagement platforms. An agential co-creation logic to service value as advanced in this paper requires a shift in thinking to: (i) engaging stakeholders personally and collectively in creating service value together, expanding how the enterprise connects service value co-creation opportunities with service agency; (ii) conceiving platforms of engagements as purposefully designed assemblages of artifacts, interfaces, processes, and persons, which afford environments of interactions to intensify agency and generate mutually valuable outcomes; (iii) recognizing that actualized value is subjective and varies as a function of individuated experiences of outcomes; (iv) leveraging the capabilities of fields of social, business, civic, and natural systems in which individuals are embedded, to virtualize new potentialities of value-creation; and (v) building ecosystems of capabilities together with consumers and other enterprises.