Table VIII Typology of outcomes from...

Table VIII

Typology of outcomes from co-creating services

	Customer				Service provider
Co-creation experience dimensions of Verleye (2015)	Beneficial outcomes	Source publication	Counter-productive outcomes	Source publication	Beneficial outcomes	Source publication	Counter-productive outcomes	Source publication
Personal	Recognition	Jaakkola and Alexander (2014)			Decision support	Pinho et al. (2014)	Increased uncertainty	Hurmelinna-Laukkanen and Ritala (2010)
	Self-esteem	Guo et al. (2015)			Improved provider image	Toivonen and Tuominen (2009)	Need for service protection	Hurmelinna-Laukkanen and Ritala (2010)
	Well-being	Engström and Elg (2015), Guo et al. (2013), Mende and van Doorn (2015)			Job satisfaction	Yoon et al. (2004)	Job stress	Hsieh and Yen (2005)
	Quality of life perception	Sweeney et al. (2015)
	Empowerment, ownership and part-taking	Mulder et al. (2015), Quero and Ventura (2015)
Social	Relationship quality	Hoyer et al. (2010), So et al. (2016)	Relationship (trust and commitment)	Harwood and Garry (2015)	Synergy	Hsieh et al. (2013)	Service failures attributed to provider	Yen et al. (2004)
	Loyalty	Harwood and Garry (2015), Jahn and Kunz (2012), O’Brien et al. (2015), So et al. (2016)	Subversion	Harwood and Garry (2015)	Contract retention	Burdon et al. (2015)	Role conflict	Hsieh et al. (2004), Hsieh and Yen (2005)
	Trust	Dabholkar and Sheng (2012)			Consumer–company identification	Tung et al. (2014)
	Identification with the provider	Tung et al. (2014)
	Engagement	Hoyer et al. (2010)			Cross-functional integration and teamwork	Alam (2011), Chien and Chen (2010)
	Word-of-mouth (intentions)	Ferguson et al. (2010), Sweeney et al. (2015), Tari Kasnakoglu (2016)
Hedonic	Enjoyment and fun	Chen et al. (2016), Sheng and Zolfagharian (2014)			Working environment	Jaakkola and Alexander (2014)
Cognitive	New knowledge and skills	Gottfridsson (2014), Koelling et al. (2010), Verleye (2015)			New service development	Åkesson et al. (2016), Alves (2013), Carbonell et al. (2012), Chen et al. (2015), Cheng et al. (2012), Ordanini and Parasuraman (2011), Russo-Spena and Mele (2012), Ryzhkova (2015)
	Less uncertainty	Koelling et al. (2010)			Improvements to existing services	Cheng et al. (2012), Hu and McLoughlin (2012)
					Creativity and ideas	Giannopoulou et al. (2014), Magnusson et al. (2003), Matthing et al. (2006), Toivonen and Tuominen (2009), Witell et al. (2011)
					Knowledge exchange, learning and transformed resources	Elg et al. (2012), Kallio and Lappalainen (2015), Rusanen et al. (2014)
Economic	Economic gains	Guo et al. (2015), Moeller et al. (2013)			Market performance	Carbonell et al. (2012), Edvardsson et al. (2013), Gebauer et al. (2010), Gottfridsson (2014), Grönroos and Helle (2010), Gustafsson et al. (2012), Witell et al. (2011)	Market performance	Carbonell et al. (2012)
					New offering sales performance	Chien and Chao (2011), Hwang and Kim (2011)
	Monetary compensation	Xia and Suri (2014)			Time and cost savings	Hoyer et al. (2010), Pinho et al. (2014)	Offering success	Gustafsson et al. (2012)
					Benefits of physical labor	Bone et al. (2015), Dong (2015), Graf (2007)	Perceived workload	Hsieh et al. (2004)
					Service advantage and marketability	Carbonell et al. (2012), Melton and Hartline (2010)
					Service quality performance	Terziovski and Dean (1998)
Pragmatic	Service–customer fit	Alam (2011), Bryson and Taylor (2010), Hoyer et al. (2010)	Efficiency	Dong and Sivakumar (2015)	Speed to market	Carbonell et al. (2012), Chien and Chen (2010), Hu and McLoughlin (2012)	Slow and diverse nature	Toivonen and Tuominen (2009)
	Service quality	Gill et al. (2011), Osei-Frimpong et al. (2015)	Value destruction	Osei-Frimpong et al. (2015)	Launch support	Melton and Hartline (2010), Rusanen et al. (2014), Quero and Ventura (2015)	Less producible ideas	Magnusson et al. (2003)
	Repurchase intentions	Dabholkar and Sheng (2012), Tari Kasnakoglu (2016), Xu et al. (2014)	Perceived service quality	Dong et al. (2015)	Service diffusion and viral actions	Hu and McLoughlin (2012), Russo-Spena and Mele (2012)
	Perceived user value	Magnusson et al. (2003)	Perceived ease of use	Sheng and Zolfagharian (2014)	Efficiency and effectiveness	Bone et al. (2015), Hoyer et al. (2010)
					Service effort	Yoon et al. (2004)

	Customer				Service provider
Co-creation experience dimensions of Verleye (2015)	Beneficial outcomes	Source publication	Counter-productive outcomes	Source publication	Beneficial outcomes	Source publication	Counter-productive outcomes	Source publication
Personal	Recognition	Jaakkola and Alexander (2014)			Decision support	Pinho et al. (2014)	Increased uncertainty	Hurmelinna-Laukkanen and Ritala (2010)
	Self-esteem	Guo et al. (2015)			Improved provider image	Toivonen and Tuominen (2009)	Need for service protection	Hurmelinna-Laukkanen and Ritala (2010)
	Well-being	Engström and Elg (2015), Guo et al. (2013), Mende and van Doorn (2015)			Job satisfaction	Yoon et al. (2004)	Job stress	Hsieh and Yen (2005)
	Quality of life perception	Sweeney et al. (2015)
	Empowerment, ownership and part-taking	Mulder et al. (2015), Quero and Ventura (2015)
Social	Relationship quality	Hoyer et al. (2010), So et al. (2016)	Relationship (trust and commitment)	Harwood and Garry (2015)	Synergy	Hsieh et al. (2013)	Service failures attributed to provider	Yen et al. (2004)
	Loyalty	Harwood and Garry (2015), Jahn and Kunz (2012), O’Brien et al. (2015), So et al. (2016)	Subversion	Harwood and Garry (2015)	Contract retention	Burdon et al. (2015)	Role conflict	Hsieh et al. (2004), Hsieh and Yen (2005)
	Trust	Dabholkar and Sheng (2012)			Consumer–company identification	Tung et al. (2014)
	Identification with the provider	Tung et al. (2014)
	Engagement	Hoyer et al. (2010)			Cross-functional integration and teamwork	Alam (2011), Chien and Chen (2010)
	Word-of-mouth (intentions)	Ferguson et al. (2010), Sweeney et al. (2015), Tari Kasnakoglu (2016)
Hedonic	Enjoyment and fun	Chen et al. (2016), Sheng and Zolfagharian (2014)			Working environment	Jaakkola and Alexander (2014)
Cognitive	New knowledge and skills	Gottfridsson (2014), Koelling et al. (2010), Verleye (2015)			New service development	Åkesson et al. (2016), Alves (2013), Carbonell et al. (2012), Chen et al. (2015), Cheng et al. (2012), Ordanini and Parasuraman (2011), Russo-Spena and Mele (2012), Ryzhkova (2015)
	Less uncertainty	Koelling et al. (2010)			Improvements to existing services	Cheng et al. (2012), Hu and McLoughlin (2012)
					Creativity and ideas	Giannopoulou et al. (2014), Magnusson et al. (2003), Matthing et al. (2006), Toivonen and Tuominen (2009), Witell et al. (2011)
					Knowledge exchange, learning and transformed resources	Elg et al. (2012), Kallio and Lappalainen (2015), Rusanen et al. (2014)
Economic	Economic gains	Guo et al. (2015), Moeller et al. (2013)			Market performance	Carbonell et al. (2012), Edvardsson et al. (2013), Gebauer et al. (2010), Gottfridsson (2014), Grönroos and Helle (2010), Gustafsson et al. (2012), Witell et al. (2011)	Market performance	Carbonell et al. (2012)
					New offering sales performance	Chien and Chao (2011), Hwang and Kim (2011)
	Monetary compensation	Xia and Suri (2014)			Time and cost savings	Hoyer et al. (2010), Pinho et al. (2014)	Offering success	Gustafsson et al. (2012)
					Benefits of physical labor	Bone et al. (2015), Dong (2015), Graf (2007)	Perceived workload	Hsieh et al. (2004)
					Service advantage and marketability	Carbonell et al. (2012), Melton and Hartline (2010)
					Service quality performance	Terziovski and Dean (1998)
Pragmatic	Service–customer fit	Alam (2011), Bryson and Taylor (2010), Hoyer et al. (2010)	Efficiency	Dong and Sivakumar (2015)	Speed to market	Carbonell et al. (2012), Chien and Chen (2010), Hu and McLoughlin (2012)	Slow and diverse nature	Toivonen and Tuominen (2009)
	Service quality	Gill et al. (2011), Osei-Frimpong et al. (2015)	Value destruction	Osei-Frimpong et al. (2015)	Launch support	Melton and Hartline (2010), Rusanen et al. (2014), Quero and Ventura (2015)	Less producible ideas	Magnusson et al. (2003)
	Repurchase intentions	Dabholkar and Sheng (2012), Tari Kasnakoglu (2016), Xu et al. (2014)	Perceived service quality	Dong et al. (2015)	Service diffusion and viral actions	Hu and McLoughlin (2012), Russo-Spena and Mele (2012)
	Perceived user value	Magnusson et al. (2003)	Perceived ease of use	Sheng and Zolfagharian (2014)	Efficiency and effectiveness	Bone et al. (2015), Hoyer et al. (2010)
					Service effort	Yoon et al. (2004)

[ViewLarge]

Sharing Unavailable