... less customer involvement. Customer transformation Developmental psychology Customer experience Customer-dominant logic Customer value In an era marked by constant change, disruptive events and societal unrest, the notion of customer transformation acquires special relevance. Companies...

... to facilitate the creation of value-in-use. This study is the first to explicitly raise the notion that in the minds of service customers, value defined as value-in-use and service quality may represent the same empirical phenomenon. Value-in-use Customer value Service quality Service logic...

... can be used by policymakers and providers of preventative health services for the betterment of citizen health. The integration of the DART framework, customer value co-creation activities, and the delineation of self-generated and service-generated activities provides a holistic...

... framework is used to categorize earlier research and reveal areas for further research. Findings The main outcome of this study is an integrative framework of C2C interaction that bridges C2C interactions and customer value. The findings indicate customer-, firm- and situation-induced drivers of C2C...

.../implications It provides important insights into the emergence, development, management and measurement of customer experience-related issues for future research. Practical implications Customer experience needs to be considered and managed as a holistic strategic process for creating customer value...