The co-creation of services

Anna-Sophie Oertzen

    Research output: ThesisDoctoral ThesisExternal prepared

    637 Downloads (Pure)


    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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