The customer as enabler of value (co)-creation in the solution business

Abstract

Through 31 in-depth interviews with customers and providers of knowledge-intensive business service solutions, this article explores their view on customers' contribution to value (co)-creation. First, the study defines five internal factors that prompt customers to engage with providers for value (co)-creation and discusses unique factors that influence how customers define their needs before engaging a solution provider. In addition, the study suggests extending the known solution process by proposing the problem and need definition phase to reflect the customer's early activities. The results support the theory that customers define their typical needs not only to aid them in selecting the right provider but also to use their awareness of possible issues to guide the solution process. Providers benefit from this definition in that they gain a better understanding of their roles and responsibilities in the process. Second, the study identifies eight variables that typically enable value (co)-creation. The findings show that customers should focus their activities on those variables and providers should identify possible customer shortcomings so that they can compensate for them.