Serviceology for Services. ICServ 2017
The active customer participation during service co-production means risks and also chances for a service provider. Without knowledge about the risks, it is dif- ficult for a service provider to benefit from customer integration. Risk factors of the mandatory customer integration are the active or passive role of the customer, quantity and quality of the provided resources and experience. In this paper we analyse these risks of customer integration and present a risk based approach to measure the potential loss for a service provider due to unexpected customer per- formance. Our paper provides a detailed analysis of concepts related to customer integration and a risk based method suitable as extension for existing service per- formance and costings methods. Such a costing method is Activity-Based Cost- ing (ABC).
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