...Tero Vartiainen; Mengcheng Li; Tuure Tuunanen Purpose We propose contradiction as a theoretical lens for explaining the micro-level dynamics of value co-creation (VCC) and value co-destruction (VCD). Although these phenomena are often treated as interconnected, their exact relationship – how...

...Mikèle Landry; Olivier Furrer Purpose Service firms have the crucial responsibility of enabling value co-creation for their own and their customers' benefit. Therefore, it is imperative to gain a deeper understanding of how the organizational capabilities instilled in service interactions relate...

... and their participation in value co-creation processes. In Cape Town, the transition towards an Integrated Transport System from a fragmented and inefficient private solution in 2010 was inspired by the service orientation, which integrates resources to create value for and with citizens. Indeed, the focus...

... for value co-creation and targeted customer engagement (Nguyen et al., 2021). Therefore, integrating AI into customer communities represents a confluence of two highly impactful domains—each with the potential to transform customer engagement, satisfaction and loyalty. The service industry...

... Sport fans Customer-to-customer interactions Value co-creation Value co-destruction Technological innovation Internationalization Sports fans. Most of us likely associate this term with groups of people, packed stadiums, or crowded trains, rather than individual persons or empty...

...Eline Hottat; Sara Leroi-Werelds; Sandra Streukens Purpose Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation...

...Silvia Ravazzani; Simon Hazée © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Despite an increasing body of research on value co-creation through social media, service organizations still face difficulties in leveraging the potential of social...

... and is the outcome of value co-creation interactions of the service consumption process. Transformative value Well-being Sustainability Agenda-setting Relational dialectics Framing Value co-creation Quality of life Vulnerability Transformative service research (TSR) Marketing mix...

...-creation in service ecosystems by relying upon communication theory to unravel the dilemmas that come along with using and/or creating value propositions as strategic tools for communication. Value co-creation Value proposition Service ecosystem Sustainable service ecosystem Communication theory...

... assistants as boundary objects in value co-creation practices. We include the perceptions of the main actors – patients, (in)formal caregivers, healthcare professionals – for a fuller network perspective to understand the potential overlap between boundary work and value co-creation practices. Design...

...Antje Sarah Julia Huetten; David Antons; Christoph F. Breidbach; Erk P. Piening; Torsten Oliver Salge Purpose The purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs) like...

...Bill Merrilees; Dale Miller; Raisa Yakimova A major finding is the nexus between staff engagement and staff-led value co-creation. The nexus applies for three types of staff-led co-creation and three staff categories. Different explanatory mechanisms apply to each type of staff-led value co...

... rights only The purpose of this paper is to explore the properties of platform service innovation and its relationship to value co-creation activities and the network effect. This is done over the course of a platform’s evolution through three stages: emergence, expansion and maturity...

... of value destruction in complex service networks. These findings contribute to a better understanding of value co-creation in complex service networks that has been identified as a key research priority by Ostrom et al. (2015) . This research makes propositions for the conditions under which...

...-kennedy@business.uq.edu.au 19 01 2016 12 06 2016 16 08 2016 17 08 2016 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Value co-creation Customer Health care Co-creation Practices Role There has been an enormous...

... Emerald Group Publishing Limited 2015 Service dominant logic Service logic Base of the pyramid Value co-creation Ecosystem perspective Marketing and management practice and literature acknowledge the dominant logic of co-creative users or consumers, referred to as “competent customers...

... of experience by highlighting cultural and social perspectives of value and value co-creation that are grounded in CCT and S-D logic, respectively. We also elaborate a service ecosystems approach, which helps to further integrate CCT and S-D logic. Based on this, we extend the context of experience to include...

...Professor Andy Neely; Professor Irene C.L. Ng; Professor Rajkumar Roy; Maria Åkesson; Bo Edvardsson; Bård Tronvoll Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose...

...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...

...Kristina Heinonen, Maria Holmlund, Tore Strandvik; Ivana Rihova; Dimitrios Buhalis; Miguel Moital; Mary Beth Gouthro Purpose – Approached from the customer-dominant (C-D) logic perspective, this paper aims to extend current value co-creation discussions by providing conceptual insights into co...