How can FM service providers improve their service delivery through value co-creation?

Vitalija Petrulaitiene, Eelis Rytkönen, Suvi Nenonen

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


Purpose: The value created in the network of users, customers, and service providers will be the competitive advantage of businesses in the future. Facility management (FM) organisations, in order to be innovative and stay competitive, need to understand the evolution of business logic and apply it in practice. Hence, the aim of this paper is to study value co-creation opportunities for FM by analyzing various service businesses and identifying the key points for successful service development in FM sector.
Approach: First, the literature on value co-creation and added value of FM is studied. After this, available services for knowledge worker are analysed by using Business Model Canvas in order to identify the evolution of business. Interviews with practitioners in FM-service provision supplement the previous knowledge from the analysis of services.
Results: As a result, the ways to co-create value are listed. Empirical results are validated by applying them into value co-creation concept based on the literature. Identified ways to co-create value help practitioners to understand new business logic and pinpoint opportunities for FM to exploit it. This paper contributes to the academic discussion by introducing the phenomenon of value co-creation in FM research.
Original languageEnglish
Title of host publicationFacilities management research and practice : does FM contribute to happiness in Nordic countries?
Subtitle of host publicationCFM Second Nordic Conference 29-30 August 2016
EditorsPer Anker Jensen
PublisherTechnical University of Denmark
Number of pages10
ISBN (Electronic)9788750211044
Publication statusPublished - Aug 2016
MoE publication typeA4 Article in a conference publication
EventNordic Facilities Management Conference - Lyngby, Denmark
Duration: 29 Aug 201630 Aug 2016
Conference number: 2


ConferenceNordic Facilities Management Conference
Abbreviated titleCFM


  • FM services
  • Workplace
  • Knowledge workers
  • Value co-creation


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