ABSTRACT
Value co-creation is grounded in the recognition that firms are no longer in full charge of deciding on the value to be offered to markets, but rather need to continuously cooperate with their customers, who become active collaborators in the creation of value. In Facilities Management (FM), value is created first and foremost by delivering and maintaining services that support the core business of organisations. The heterogeneity of the FM demand can actually be an advantage to FM innovators, as they have a large pool of stakeholders to co-create value with. FM innovators can, in fact, co-create value together with clients, customers and end users. FM innovators can organise for and manage value co-creation by distinguishing between needs and expectations of the different stakeholder groups, and planning cooperation activities accordingly. FM service providers should aim to co-create value with different stakeholders by paying attention to their different roles and to the possible degrees of involvement.
