The co-creation of services

Anna-Sophie Oertzen

Research output: ThesisDoctoral ThesisExternal prepared

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Co-creating services has inspired great enthusiasm among both researchers and practitioners, making it a widely applied concept and an ideal cited by many. However, amid all the hype about co-creating services, there also is increasing recognition that not every co-creation effort leads to a successful outcome. People intuitively perceive the value of collaborating during the design, development, delivery, and consumption of services, yet understanding of how co-creation truly works remains limited. This dissertation clarifies, empirically validates, and advances understanding of the benefits and process of co-creating services. Its interdisciplinary, multi-method approach explicitly integrates the interrelated disciplines of service management/marketing, service design, and service innovation.
Original languageEnglish
Awarding Institution
  • Maastricht University
  • Odekerken - Schröder, Gaby, Supervisor
  • Mager, Birgit , Supervisor, External person
Award date13 Mar 2020
Place of PublicationMaastricht
Print ISBNs9789461829962
Publication statusPublished - 2020


  • co-creation of services
  • service innovation
  • service design
  • service management
  • service marketing

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