Read and download: The role of service systems in executing customer-service experience strategies: A critical examination of existing practices (Edvardsson and Klaus 2014).

Read and download HERE: The role of service systems in executing customer-service experience strategies: A critical examination of existing practices (Edvardsson and Klaus 2014). 

Service systems enable value propositions based on creating both, favorable customer service experiences and business value. Value is experiential, individual, contextual, and meaning-laden. Scholars posit that companies must (a) offer a value proposition based on customers value perceptions, (b) align service systems with these value perceptions, and (c) incorporate customers as a resource to co-create value. In order to empirically test these propositions we examine service experience (hereafter SX) strategies and the corresponding service systems from a firm's viewpoint. This discussion not only led to development of the SXSL, which scholars believe guides firms to develop value propositions and service systems to incorporate the customer as a resource to co-create value, but also to achieving crucial connections between SX strategies and firm performance. We illustrate the effectiveness of the framework with the case of Banca di Popolare di Bari (BPB), an Italian bank implementing an SX strategy based on SXSL. This is, to our knowledge, the first empirical study demonstrating the effect of applying a co-creation-led service experience strategy to firm performance.