Circular Economy and Consumer Acceptance on Product-Service System: A Customer-Dominant Logic View

Kim, Chang H.; Kuah, Adrian T.H.; Wang, Pengji; Thirumaran, K.

doi:10.5465/amproc.2023.49bp

Cited by 1 publication

(1 citation statement)

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“…However, they have not accorded sufficient sensitivity to the experiential character of a firm (Brodie et al, 2019) and the experiential dynamics, which govern the interactivity between the firm and the consumer in the marketplace. For instance, C-D logic studies (Heinonen and Lipkin 2023;Kim et al, 2023;Lipkin and Heinonen 2022) have claimed legitimacy for a firm-side approach, yet the current conceptualization within the C-D logic model portrays firms as passive actors. This traditional perspective shifts the focus away from the dynamics of exchange and service, instead concentrating on how a firm's services are integrated into the customer experience, aligning with consumer needs and desires.…”

Section: Introductionmentioning

confidence: 99%

Experience-dominant logic: laying the groundwork for an experience-dominant view of firm practices in the marketplace

Zha,

Foroudi,

Marvi

2024

QMR

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Purpose This paper aims to introduce the experience-dominant (Ex-D) logic model, which synthesizes the creation, perceptions and outcomes of Ex-D logic. It is designed to offer valuable insights for strategic managerial applications and future research directions. Design/methodology/approach Employing a qualitative approach by using eight selected product launch events from reviewed 100 event videos and 55 in-depth interviews with industrial managers to develop an Ex-D logic model, and data were coded and analysed via NVivo. Findings Results show that the firm’s Ex-D logic is operationalized as the mentalizing of the three types of customer needs (service competence, hedonic excitations and meaning making), the materializing of three types of customer experiences and customer journeys (service experience, hedonic experience and brand experience) and the moderating of three types of customer values (service values, hedonic values and brand values). Research limitations/implications This study has implications for adding new insights into existing theory on dominant logic and customer experience management and also offers actionable recommendations for managerial applications. Originality/value This study sheds light on the importance of Ex-D logic from a strategic point of view and provides an organic view of the firm. It distinguishes firm perspective from customer perspective, firm experience from customer experience and firm journey from consumer journey.

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Section: Introductionmentioning

confidence: 99%