...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...

... 03 05 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Service ecosystem Sustainability transition Service-dominant logic Regenerative thinking Institutional work Value Co-creation The takeaway is the difficulty...

... Online customer communities Service industry Online customer relationships Customer experience Service Value co-creation Customer engagement The rapidly evolving digital landscape has profoundly influenced how service firms interact with customers. One of these revolutionary changes...

...-koeln.de 15 03 2022 17 10 2022 01 02 2023 31 03 2023 04 04 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Sport fans Customer-to-customer interactions Value co-creation Value co-destruction Technological...

...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...

... 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 media communication to facilitate value co-creation with multiple stakeholders. This article addresses...

... Transformative value Well-being Sustainability Agenda-setting Relational dialectics Framing Value co-creation Quality of life Vulnerability Transformative service research (TSR) Marketing mix Transformative value is a central tenet of transformative service research (TSR) because it affects...

... the value package (cf. effect). This research advances the literature on value co-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...

... 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...

... Service experience Servicescape Value co‐creation Public transport Microethnography Customer service management Customer services quality Sweden Back in the early 1990s, Bitner (1992) introduced the concept of “servicescape”; a combination of service and landscape that denotes...