A Prototype for Service-Based Costing

J. Dorn, W. Seiringer:
"A Prototype for Service-Based Costing";
Vortrag: 46th Hawaii International Conference on System Sciences (HICSS'46), Wailea, Maui, USA; 04.01.2012 - 07.01.2012; in:"Proceedings of the 46th Hawaii International Conference on System Sciences (HICSS'46)", Hawaii International Conference on System Sciences, 0 (2012), ISBN: 978-0-7695-4525-7.

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Abstract:


Service systems consider the co-creation of values in a process between provider and con¬sumer with a win-win situation for both. Service-Dominant Logic demands a new view on eco¬nomic activities where the most important re¬source for value creation are the competences and knowledge of the provider and sometimes also of the consumer. Given these assumptions, we investigate whether costs in a service system shall be accounted in a different way to reflect the change in view. Given that service provision is seen as a process, process accounting or ac¬tivity-based cost models seem to be appropri¬ate at a first glance. We argue that an extension is necessary, because a service is co-created by resources of service provider and consumer. Furthermore, activities performed by the con¬sumer are not under full control and therefore additional uncertainty has to be considered. We illustrate our approach in a scenario derived from a manufacturing company whose sales depar¬tmentis confronted with the problem of computing costs with a high variability in serv¬ices that enhance their products. Our research question is whether we are able to compute service costs with a higher degree of accuracy.