{"id":"https://openalex.org/W2028359368","doi":"https://doi.org/10.1007/s10257-010-0142-4","title":"From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer","display_name":"From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer","publication_year":2010,"publication_date":"2010-11-03","ids":{"openalex":"https://openalex.org/W2028359368","doi":"https://doi.org/10.1007/s10257-010-0142-4","mag":"2028359368"},"language":"en","primary_location":{"id":"doi:10.1007/s10257-010-0142-4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s10257-010-0142-4","pdf_url":null,"source":{"id":"https://openalex.org/S56271844","display_name":"Information Systems and e-Business Management","issn_l":"1617-9846","issn":["1617-9846","1617-9854"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Systems and e-Business Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5036268839","display_name":"Christopher S. Campbell","orcid":"https://orcid.org/0000-0002-3927-344X"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Christopher S. Campbell","raw_affiliation_strings":["IBM Research, Almaden, 650 Harry Road, San Jose, CA, 95120, USA","IBM Research, Almaden, San Jose, USA 95120"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research, Almaden, 650 Harry Road, San Jose, CA, 95120, USA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Research, Almaden, San Jose, USA 95120","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036292300","display_name":"Paul P. Maglio","orcid":"https://orcid.org/0000-0002-6846-5635"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Paul P. Maglio","raw_affiliation_strings":["IBM Research, Almaden, 650 Harry Road, San Jose, CA, 95120, USA","IBM Research, Almaden, San Jose, USA 95120"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research, Almaden, 650 Harry Road, San Jose, CA, 95120, USA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Research, Almaden, San Jose, USA 95120","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103738398","display_name":"Mark M. Davis","orcid":null},"institutions":[{"id":"https://openalex.org/I139924743","display_name":"Bentley University","ror":"https://ror.org/01px48m89","country_code":"US","type":"education","lineage":["https://openalex.org/I139924743"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mark M. Davis","raw_affiliation_strings":["Bentley University, 175 Forest St., Waltham, MA, 02452, USA","Bentley University, Waltham, USA 02452#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Bentley University, 175 Forest St., Waltham, MA, 02452, USA","institution_ids":["https://openalex.org/I139924743"]},{"raw_affiliation_string":"Bentley University, Waltham, USA 02452#TAB#","institution_ids":["https://openalex.org/I139924743"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5036268839"],"corresponding_institution_ids":["https://openalex.org/I1341412227","https://openalex.org/I4210085935"],"apc_list":{"value":2190,"currency":"EUR","value_usd":2790},"apc_paid":null,"fwci":6.7432,"has_fulltext":false,"cited_by_count":60,"citation_normalized_percentile":{"value":0.95929014,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"9","issue":"2","first_page":"173","last_page":"191"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.8313443660736084},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.7566899061203003},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.721542239189148},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.6682153940200806},{"id":"https://openalex.org/keywords/business-service-provider","display_name":"Business service provider","score":0.6240056157112122},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.6234946250915527},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.5470144152641296},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5294812917709351},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.50016188621521},{"id":"https://openalex.org/keywords/renting","display_name":"Renting","score":0.46671387553215027},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4466283619403839},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.44534459710121155},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.4332835078239441},{"id":"https://openalex.org/keywords/value-proposition","display_name":"Value proposition","score":0.4299825429916382},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.41883760690689087},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.4186214804649353},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.38688740134239197},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.21059566736221313},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.14605194330215454}],"concepts":[{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.8313443660736084},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.7566899061203003},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.721542239189148},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6682153940200806},{"id":"https://openalex.org/C1622189","wikidata":"https://www.wikidata.org/wiki/Q5001944","display_name":"Business service provider","level":5,"score":0.6240056157112122},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.6234946250915527},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5470144152641296},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5294812917709351},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.50016188621521},{"id":"https://openalex.org/C85502023","wikidata":"https://www.wikidata.org/wiki/Q157171","display_name":"Renting","level":2,"score":0.46671387553215027},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4466283619403839},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.44534459710121155},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4332835078239441},{"id":"https://openalex.org/C68991459","wikidata":"https://www.wikidata.org/wiki/Q11700776","display_name":"Value proposition","level":2,"score":0.4299825429916382},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.41883760690689087},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4186214804649353},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.38688740134239197},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.21059566736221313},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.14605194330215454},{"id":"https://openalex.org/C147176958","wikidata":"https://www.wikidata.org/wiki/Q77590","display_name":"Civil engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s10257-010-0142-4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s10257-010-0142-4","pdf_url":null,"source":{"id":"https://openalex.org/S56271844","display_name":"Information Systems and e-Business Management","issn_l":"1617-9846","issn":["1617-9846","1617-9854"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Systems and e-Business Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.41999998688697815,"display_name":"Decent work and economic growth"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W76436194","https://openalex.org/W166710037","https://openalex.org/W593696662","https://openalex.org/W1607355603","https://openalex.org/W1649645444","https://openalex.org/W1981742050","https://openalex.org/W1989075208","https://openalex.org/W2022628309","https://openalex.org/W2023669794","https://openalex.org/W2032698586","https://openalex.org/W2034212418","https://openalex.org/W2037021691","https://openalex.org/W2045956974","https://openalex.org/W2046038871","https://openalex.org/W2046669440","https://openalex.org/W2098916257","https://openalex.org/W2107577783","https://openalex.org/W2125700060","https://openalex.org/W2127481569","https://openalex.org/W2135526934","https://openalex.org/W2198911021","https://openalex.org/W2786542897"],"related_works":["https://openalex.org/W1991519184","https://openalex.org/W2028359368","https://openalex.org/W641722571","https://openalex.org/W2938487970","https://openalex.org/W928714965","https://openalex.org/W2786810075","https://openalex.org/W2002263080","https://openalex.org/W2328609219","https://openalex.org/W4387784772","https://openalex.org/W3197868623"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":6},{"year":2016,"cited_by_count":8},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":10},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":3}],"updated_date":"2026-05-03T08:25:01.440150","created_date":"2025-10-10T00:00:00"}