Typically, services are co-created by service provider and customer. This paper describes an approach to account the full costs of a service considering costs at the provider side as well as on the customer side resulting in a more accurate cost model. Depending on the level of integration of provider and customer, explicit modeling of uncertainty is used to reflect the uncertainty about customer´s competences. This model may help to improve the efficiency of services and whole service systems. We evaluate the model in a scenario derived from an industrial application.
Information and Communication Technology