Key takeaways

1. The research concerns what type of teams exist in service firms and what the literature has identified as their key characteristics.

2. This chapter reports on how the configuration of teams used for new service development (in this chapter referred to as “service teams”) affects the understanding of the customer value creation process.

3. The shift from products to services can be described as a change from value creation through the product’s efficiency alone to value co-creation through the product’s efficiency and effectiveness within the customer’s production process. A value driver that has a certain effect will over time lose this effect; to continue to co-create value, resources have to be com-mitted to activate new value drivers in the business relationship.

4. The chapter concerns service teams and is relevant for most types of firms.

5. Those interested in this chapter may also find Chapters 8 and 12 interesting