Leveraging Geographic Information Systems for Value Co-Creation: A Conceptual Framework for Location-Specific Service Systems

Abstract

Value creation through service is integral to our society, and Geographic Information Systems (GIS) play a crucial role by leveraging location information to contextualize value propositions and establish new location-based service. Despite the significance of GIS, their role in value co-creation within service systems has not been thoroughly conceptualized. This paper develops a conceptual framework for location-specific service systems utilizing GIS, based on the smart service systems framework and six case studies from both B2B and B2C markets. By examining GIS’s dual perspective in B2B and B2C contexts, we highlight their unique contributions across various service settings. Our framework advances service science by introducing a novel perspective on the role of GIS, emphasizing their strategic and operational benefits. Identifying GIS as boundary objects, we demonstrate their potential to enhance service quality and efficiency through local usefulness and shared identity among service system actors. The framework shows how GIS facilitate value co-creation by mediating information transfer and knowledge sharing between stakeholders. This study provides actionable insights for service providers and proposes a comprehensive model to guide future research and practical implementations, enhancing both the theoretical and practical understanding of GIS in service systems.