...Marcus Jensen; Filoumena Zlatanou; Qi Zhang; Benjamin Biesinger; Ghasem Zaefarian; Stephan C. Henneberg Purpose Digital servitization (DS) is transforming value creation and appropriation for manufacturing firms. However, existing research predominantly focuses on dyadic relationships, overlooking...

... resources. Less attention has been paid to analyzing the entangled resource relations and interactions between humans and AI entities. Thus, the purpose of this paper is to extend our metatheoretical understanding of resource integration and value cocreation by analyzing different human–AI resource...

... with obtaining services for their child with ASD. This paper provides service researchers and managers insight into parents' perceptions of educational and healthcare service value (i.e. benefits vs. burdens) received for their child with ASD. These insights into customer-centric perceptions of value may...

... is rapidly changing as a result of advances in academic research and business practice. This has implications for our understanding of customer value. The purpose of this paper is to provide an update on customer value given today’s context (including recent advances such as technologies, human contact...

... drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. Findings The review presents the Public Service Network Framework to capture the public value network in its abstraction and conceptualizes how value is created...

...Carmen Neghina; Josée Bloemer; Marcel van Birgelen; Marjolein C.J. Caniëls Purpose Consumers’ underlying motives to co-create value are important when determining their willingness to engage in co-creation activities. However, the importance of their motives may vary according to different service...

...Jeroen F.J. Bleijerveld; Dwayne D. Gremler; Jos G.A.M. Lemmink Purpose – Brand alliances take various forms, yet academic research has not investigated how value spillovers differ between partners. The purpose of this paper is to address psychological mechanisms to uncover consumers’ perceptions...

... dimensions of the concept are identified. It is postulated that service experience co-creation has wider marketing implications, in terms of understanding experiential value creation and foundational sociality in contemporary markets, as well as in the renewal of marketing methods and measures. Research...

...Professor Bo Edvardsson and Professor Anders Gustafsson; Nelson Pinho; Gabriela Beirão; Lia Patrício; Raymond P. Fisk Purpose – The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations...

...Sandra Maria Correia Loureiro; Francisco J. Miranda; Michael Breazeale Purpose – The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for customer loyalty intentions than...

...Evert Gummesson; Cristina Mele; Francesco Polese; Anu Helkkula; Carol Kelleher; Minna Pihlström Purpose The purpose of this paper is to distinguish experiences from practices and relate this distinction to current developments in value research within service‐dominant (S‐D) logic and the broader...

... an alternative view of the firm's value proposition, a visualisation informed by S‐DLogic that could aid organisations in their transition from goods‐dominant logic (G‐DLogic) to S‐DLogic. Design/methodology/approach Through integration of an operations management approach in process mapping and design...

...Michael K. Brady; Christopher J. Robertson In recent years, the significance of offering value to service customers rivals the provision of satisfaction and service quality. The growing importance of the construct is especially apparent in the fast food industry as evidenced by the international...

...Michèle Paulin; Ronald J. Ferguson; Ana Maria Alvarez Salazar The purpose of the present study was to determine, across three distinct national contexts, to what extent the creation of customer‐perceived value, as determined by the measure of the firm’s external effectiveness, was deemed important...

... it as the influence, both direct and indirect, customers have on a firm through (1) generating interest in the firm by encouraging new customer patronage or (2) other actions or behaviours that create value for the organization. That is, in addition to their revenue stream, we suggest loyal customers may engage...

... that are delivered over an extended period of time in which consumers actively take part. We propose that for the extended service experience consumers are motivated by the realisation of values and that attainment of these values affects patronage decisions. Moreover, as the service delivery process is extensive we...

...Paul G. Patterson; Richard A. Spreng Examines the relationship between four key post‐purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business‐to‐business professional services. Attempts...