1. Constructing Effective Value Propositions for
Stakeholders in Service System Networks
Dr. Stephen K. Kwan
Professor, Service Science MercèMüller-Gorchs
Management Information Systems Karlsruhe Service Research Institute
College of Business Administration Karlsruhe Institute of Technology
San José State University, CA, USA Karlsruhe, Germany
http://www.sjsu.edu/ssme
Contact: stephen.kwan@sjsu.edu
Presented at the AIS SIGSVC Workshop
December 3rd 2011, Shanghai, China
Download these slides at: http://www.slideshare.net/StephenKwan
2. Service System Worldview1
Service
Customer
Provider
Service
Experience
A Service System and Its Entities
1Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”.
Presented at the International Conference on Service Science, Beijing, China, April 17-18.
Kwan 2011 2
3. A Service System Network
Service Service Interactions
System A
Service
System B
Service Service
System E System C
Service
System D
Service
System F
Kwan 2011 3
4. A Service Supply Chain
Service Service Interactions
System A
Service
System B
Service Service
System E System C
Service
System D
Service
System F
Kwan 2011 4
5. Service System Worldview
Employees &
Stockholders
Community
Service
Customer
Provider
Service
Partners
Experience
Service System Competition
Society
Kwan 2011 5
6. Value Co-Creation Through Value Propositions
Employees & Value
Stockholders
Community
Value Service
Value Customer
Provider
Value
Service
Partners
Experience
Service System Competition
Society
Kwan 2011 6
7. Stages in Customer Empowerment
in Value Co-Creation
Stage 1: Value Chain
Value Proposition
Focal Service
Customer Relationship Provider
Service
Experience
5 Kwan,S. K. & Yuan, S. T. ”Customer-Driven Value Co-Creation in Service Networks”, to appear in
Demirkan, H., Spohrer, J.C. and Krishna, V. ed., The Science of Service Systems, volume in Service Science: Research
and Innovation (SSRI) in the Service Economy series, Springer, 2010.
Kwan 2011 7
8. Stage 2: Traditional Service Value Network
Value Proposition
Focal Service
Customer Relationship Provider
Provider
Service Partner
Experience Network
Value Proposition
cf. ICT-enabled service networks,
mobile applications, etc.
Kwan 2011 8
9. Stage 3 – Improved Value Chain
Value Proposition
Focal Service
Customer Relationship Provider
Value
Proposition
Service
Customer’s Experience
Social
Network
Kwan 2011
10. Stage 4: Customer Driven Service Value
Network
Value Proposition
Focal Service
Customer Relationship Provider
Value
Value
Proposition
Proposition
Provider
Service Partner
Customer’s Experience
Social Network
Network
cf. “Resource Integrators” in Service Dominant Logic literature
Kwan 2011
11. Variety of Value Propositions
Maslow’s
Hierarchy
Of Needs
Service Provider
Society
Stakeholders
Hedonic
Spiritual
Community Corporal
Emotional
Employees Intellectual
Stockholders
A point in this 3-D space is
Partners
a Potential Value
Customers
Proposition
Kwan 2011 11
12. Disposable
Income &
Desire for
Services
Needs
vs.
Wants
Kwan 2011 12
13. Value Propositions can also be bi-directional
Customers
Service Provider
Stockholders
Partners
Community
Employees
Customers
Partners
Service Provider
Society
Service Provider
Society ?
Community
Employees
Stockholders
Partners
Customers
Kwan 2011 13
14. Value Proposition Model (VPM)
Starting with the Service System
Service
Customer
Provider
Service
Experience
Kwan 2011 14
15. VPM – a common example
Service
Customer Value Proposition
Provider
Customer
Service
Experience
Service
Customer
Experience
Service
Experience
Kwan 2011 15
16. VPM – individuals and community
Service
Customer Value Proposition Provider
Community/
Social
Customer Network A Shared
Experience
Service
Experience
Service
Experience
Customer
Service
Experience
Kwan 2011 16
17. VPM – individuals and Facebook community
Service
Customer Value Proposition Provider
Community/
Social
Customer Network A Shared
Experience
Service
Experience
Service
Experience
Customer
Service
Experience
Kwan 2011 17
18. VPM – service provider partners
Service
Customer Provider
Value
Proposition
Customer
Service
Service
Experience
Experience
Service
Experience
Service
Experience
Value Proposition Vendor
Kwan 2011 18
19. VPM – partner’s acquistion of customer
Service
Customer Provider
Customer
Service
Service
Experience
Experience
Service
Experience
Service
Experience
Service Vendor
Experience
Kwan 2011 19
20. Example 1 of 4
Service
Customer Provider
Customer
Service
Service
Experience
Experience
Service
Experience
Service
Experience
Vendor
Kwan 2011 20
21. Example 2 of 4
Service
Customer Provider
Customer
Service
Service
Experience
Experience
Service
Service Experience
Service
Experience Experience
Service Vendor
Vendor
Experience
Kwan 2011 21
22. Example 3 of 4
Service
Customer Provider
Customer
Service
Service
Experience
Experience
Service
Service Experience
Service
Experience Experience
Service Vendor
Vendor
Experience
Kwan 2011 22
23. Example 4 of 4
Service
Customer Provider
Customer
Service
Service
Experience
Experience
Service
Experience
Service
Experience
Service Vendor
Experience
Kwan 2011 23
25. Value Systems and Value Dimensions
Provider’s Value System
Opportunities for
Value Co-Creation
Customer’s
★ Value System
★ ★ ★
★ ★
★ ★
His Customer’s Value System FP8
Kwan & Müller-Gorchs 2011 25
26. Variety of Value Propositions
Maslow’s
Hierarchy
Of Needs
Service Provider
Society Hedonic
Stakeholders
Spiritual
Cultural
Community Corporal
Emotional
Employees Intellectual
Familial….
Stockholders A point in this 3-D space is
Partners a Potential Value
Customers Proposition
FP10
Kwan & Müller-Gorchs 2011 26
27. Constructing a Value Proposition
The Customer
have a lot of VP’s
to choose from
Service Level Agreement?
FP7
Kwan & Müller-Gorchs 2011 27
28. A Customer’s Choice of Service
A Service Provider’s Promised Value:
Based on the
Customer’s own
A Customer’ Choice Function: expectations
Kwan & Müller-Gorchs 2011 28
29. A Customer’s Realization of Value
A Customer’s Realized Value:
Co-Production Service Process
Co-Creation of Value
FP6
An
Example Service Provider and
Customer’s His Partners’
Contributions Contributions
FP9 Kwan & Müller-Gorchs 2011 29
30. Constructing Value Propositions:
Customers and Service Providers
Sc,R,M
too
Connecting Components of a Value
Proposition to a Service Provider’s KPI’s
through Feedback
Kwan & Müller-Gorchs 2011 30
33. Service Pattern 1 – Single Service Episode
Customer Instantiation
of the Service
Experience at a
particular point
VP0
In time
SE0
Focal
Relationship
Time
SP0
SE0 = Service Experience provided by SP0
SP0 = Service Provider of the Focal Relationship
(the basis of the Value Proposition from Kwan & Yuan 2011)
VP0 = Value Proposition offered by SP0 to Customer for SE0
Kwan & Müller-Gorchs 2011 33
34. Pattern 2 – Continuous Service over a Period of Time
Customer
VP0
SE0
Time
SP0
Kwan & Müller-Gorchs 2011 34
35. Service Pattern 3 – Service in Parallel
Customer
VP0
Se0
Se1
Se2
Time
Instantiation of the Service
SP0 SP1 SP2 Experience at a particular point
In time
Kwan & Müller-Gorchs 2011 35
36. Pattern 3 – Continuous Service with
Occasional Service Episodes
Customer
VP0
Se1 Se2
Se0
Time
SP0
Kwan & Müller-Gorchs 2011 36
37. Pattern 4 – Service provided by more than
one Partner Service Providers
Customer
VP0
SE1 SE2 SE3
SE0
Time
SP0 SP1 SP2 SP3
VP1
VP3
SE4
SE6
VP2
SE5
Kwan & Müller-Gorchs 2011 37
41. Constructing Effective Value Propositions for
Stakeholders in Service System Networks
Dr. Stephen K. Kwan
Professor, Service Science MercèMüller-Gorchs
Management Information Systems Karlsruhe Service Research Institute
College of Business Administration Karlsruhe Institute of Technology
San José State University, CA, USA Karlsruhe, Germany
http://www.sjsu.edu/ssme
Contact: stephen.kwan@sjsu.edu
Fin
Presented at the AIS SIGSVC Workshop
December 3rd 2011, Shanghai, China
Download these slides at: http://www.slideshare.net/StephenKwan
43. Example of Value Proposition
A Class Syllabus (2)
One of many
MIS Electives
offered in Fall 2011
Course
Description
Course -
Learning
Objectives
3 Credit Hours
Kwan 2011
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44. Example of Value Proposition
A Class Syllabus (3)
Reputation &
Accreditation
“PoweringSiliconValley”
Prerequisites &
Required Texts
Kwan 2011 44
45. Example of Value Proposition
A Class Syllabus (4)
Required Texts,
Rules &
Policies
Class
Procedure
Kwan 2011 45
46. Example of Value Proposition
A Class Syllabus (5)
Grading Criteria
Student
Evaluations
(Faculty KPI)
Kwan 2011 46
47. Example of Value Proposition
A Class Syllabus (6)
Guest Lecture
(Partner)
Service
Episodes
Service
Components
Kwan 2011 47
Notas do Editor
Value DimensionsQualitySocial CurrencySocial CRMEmotional – Not Logical?Ethical?