Consumptions-value coding and descriptions of creation and destruction
| Value dimension | Definition | Value creation in phygital | Value destruction in phygital |
|---|---|---|---|
| Emotional | Feelings or affective responses generated by the service experience | Customers or employees feel joy, excitement or engagement; employees feel empowered by intuitive digital tools | Customers or employees experience frustration, anxiety or confusion due to poor interface or digital overload |
| Functional | Utility, efficiency or practical benefits of the service | Faster transactions, seamless integration and improved support for both customers and employees | Inefficiency, technical glitches or complex systems reduce performance or productivity |
| Social | Social interaction, recognition or belonging gained from the service | Enhanced connection via digital-social platforms; improved collaboration for employees | Reduced face-to-face interaction or depersonalised experiences diminish social value |
| Epistemic | Curiosity, learning and novelty generated by the service | Customers explore new technologies or gain new knowledge; employees develop new digital competencies and knowledge | Overwhelming interfaces or lack of support inhibit learning or discourage exploration |
| Value dimension | Definition | Value creation in phygital | Value destruction in phygital |
|---|---|---|---|
| Emotional | Feelings or affective responses generated by the service experience | Customers or employees feel joy, excitement or engagement; employees feel empowered by intuitive digital tools | Customers or employees experience frustration, anxiety or confusion due to poor interface or digital overload |
| Functional | Utility, efficiency or practical benefits of the service | Faster transactions, seamless integration and improved support for both customers and employees | Inefficiency, technical glitches or complex systems reduce performance or productivity |
| Social interaction, recognition or belonging gained from the service | Enhanced connection via digital-social platforms; improved collaboration for employees | Reduced face-to-face interaction or depersonalised experiences diminish social value | |
| Curiosity, learning and novelty generated by the service | Customers explore new technologies or gain new knowledge; employees develop new digital competencies and knowledge | Overwhelming interfaces or lack of support inhibit learning or discourage exploration |
Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.