University of Oulu

Kuula, S., Haapasalo, H. & Tolonen, A. Serv Bus (2018) 12: 779.

Cost-efficient co-creation of knowledge intensive business services

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Author: Kuula, Seppo1; Haapasalo, Harri1; Tolonen, Arto1
Organizations: 1Department of Industrial Engineering and Management, University of Oulu, P.O. Box 4610, 90014 Oulu, Finland
Format: article
Version: accepted version
Access: open
Online Access: PDF Full Text (PDF, 1.5 MB)
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Language: English
Published: Springer Nature, 2018
Publish Date: 2019-07-28


The most significant difference between industrialization-driven product marketing and digitalization-driven service marketing can be seen in the definition of value creation, and the exchange (integration) of resources. Industrialization created efficiency in scale, whereas digitalization requires customer-oriented business models and value co-creational service processes. This research follows the value co-creational and system integrational views of service-dominant logic. We have explored how relative profitability can be increased through efficient service productization. Our approach is twofold, we have explored the commercialization of co-created services (the servitization of product-service systems) and the enhancement of service production by service processes. We have created service management framework for modular service delivery where company resources be linked to cost-efficient co-creation services.

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Series: Service business
ISSN: 1862-8516
ISSN-E: 1862-8508
ISSN-L: 1862-8516
Volume: 12
Issue: 4
Pages: 779 - 808
DOI: 10.1007/s11628-018-0380-y
Type of Publication: A1 Journal article – refereed
Field of Science: 222 Other engineering and technologies
Copyright information: © Springer-Verlag GmbH Germany, part of Springer Nature 2018. This is a post-peer-review, pre-copyedit version of an article published in Service Business. The final authenticated version is available online at: