None
This chapter covers the key concepts in service management, including the nature of value and value co-creation, organizations, products, and services. It also explores the relationships between service providers and consumers, as well as the various stakeholders involved. The chapter highlights the importance of understanding the needs of the customer when designing and delivering services, and covers the key components of consumer value such as benefits, costs, and risks. These concepts will be built upon throughout the rest of the book, with guidance on how to apply them in practical and flexible ways.