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Publication type: Conference paper
Type of review: Peer review (publication)
Title: Service customization : optimizing value creation and capture by designing the customer journey
Authors: Meierhofer, Jürg
Heitz, Christoph
et. al: No
DOI: 10.1109/SDS51136.2021.00013
Proceedings: Proceedings of the 8th SDS
Page(s): 32
Pages to: 38
Conference details: 8th Swiss Conference on Data Science, Lucerne, Switzerland, 9 June 2021
Issue Date: 2021
Publisher / Ed. Institution: IEEE
ISBN: 978-1-6654-3874-2
Language: English
Subjects: Smart service; Customer journey; Customization; Interaction modelling; Value creation; Value capture
Subject (DDC): 658.5: Production management
Abstract: Service customization is a central issue in socio- technical service ecosystems, enabled and fueled by new data- driven approaches, and with the goal of increasing value creation for the customer, and value capture for the provider. In this paper, we address the question of how to design service customization within the provider-customer interaction. We propose a novel quantitative approach for modeling the relation between cus- tomization level at the various steps of the customer journey on the one hand, and its effect on the value created for customer and provider on the other hand. Combining this model with approaches from multi-objective optimization, optimum levels of customization from both the customer and the provider perspective can be determined. Thus, the proposed model allows the identification of service designs which are optimized in terms of their value creation and value capture.
Further description: ​© 2021 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.
Fulltext version: Accepted version
License (according to publishing contract): Licence according to publishing contract
Departement: School of Engineering
Organisational Unit: Institute of Data Analysis and Process Design (IDP)
Published as part of the ZHAW project: Gestaltung der Interaktionen von Mensch und Maschine in autonomen digitalen Service Ecosystemen (sozio-technischen Systemen)
Appears in collections:Publikationen School of Engineering

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