The interaction effect of user participation on IT service providing process

Abstract

The economy model has change from manufacturing oriented to service oriented. Traditional concept which the value of a product is according to the price in transaction is different to modern concept that the price of service which customer is willing to pay depend on how customer is satisfy to the service during the consume progress. Furthermore, the modern production process starts to put emphasis on co-creation with consumers. This article investigate the IT service providers to examining the effects of service dominate logic in the value creation process. Our result shows that provider value cocreating process and experience design process have positive effect on perceived customer relationship. © 2011 IEEE.