ABSTRACT
https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig5_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>On Day 4, we discussed the fact that in services, unlike manufacturing, value is often created with the customer, at the moment-of-service, during a customer service interaction. Another unique aspect of creating value in services is that the customer is often the supplier, as well. What do I mean by that? Think of a manufacturing process like a car being made. Tires, headlights, and seats are often manufactured elsewhere, by different suppliers, and then shipped to the manufacturing plant, where they are assembled into a car. The car is then purchased by a car dealer or an individual. The suppliers of the raw materials for the car don’t purchase the car in the end!
