...Mirlene Rabelo Magalhães Dias; Jose Sarto Freire Castelo; Emerson Wagner Mainardes Purpose This study aims to analyze how empathy contributes to value co-creation, value in use, and customer retention. Design/methodology/approach The article adopts a quantitative, descriptive, and cross...

...Rania B. Mostafa Purpose AI technology is now intensively used by banks to create value for bank customers. Therefore, this study endeavors to synthesize and track a decade of research emphasizing AI and value co-creation in the banking sector. Design/methodology/approach A bibliometric...

... trust, which in turn influences commitment. Engagement is influenced by both trust and commitment, providing inputs to the value co-creation process. Originality/value The research presents relevant contributions to academia by deepening the understanding of the role of different service channels...

... the relationships among co-production, co-production enjoyment, co-production intensity, service effort, and job stress, and their effects on value co-creation, value co-destruction and customer satisfaction. Design/methodology/approach This study was conducted on the basis of dyadic data; the process...

... the relationships between value co-creation, brand experience, brand equity and reputation. Findings The results show that brand equity is an antecedent of reputation that values co-creation, and brand experience positively influences brand equity and that values co-creation that positively influences brand...

...Li-Wei Wu; Chung-Yu Wang; Ellen Rouyer Purpose Value has been conceptualized as the result of co-creation involving service firms and customers. Currently, however, little is known about why and how customers engage in value co-creation with a service firm. Thus, the purpose of this paper...