A Practice-Driven Service Framework for Value Creation

This paper presents a new practice-based design framework to apply in the design of service innovations by enterprises and their engineers. New concepts in business architecture and business modeling, resulting from technological, social and economic change, are integrated with Service Science concepts, tools, and methods, enabling the creation of breakthrough advantages for the enterprise. The framework combines two concepts of customer transformation that change the relationship between service provider and customer, and four concepts of enterprise transformation that change how the firm creates and sustains successful service offerings. The proposed framework combines multiple domains of Business Informatics in a new, practice driven approach to service value creation, and establishes a dynamic, nonlinear methodology for sustaining successful value propositions.