Insights Into Consumer Resource Integration And Value Co-Creation Process

Iyanna, Shilpa

doi:10.19030/jabr.v32i3.9652

Cited by 8 publications

(9 citation statements)

References 55 publications

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“…In the service literature, various individual factors (e.g. previous experience, physical resources, knowledge) (Hollebeek et al, 2016;Iyanna, 2016;Kleinaltenkamp et al, 2012), situational factors (e.g. the types of resources that are available and need to be integrated) (Baron and Warnaby, 2011) and systemic factors (e.g.…”

Section: Introductionmentioning

confidence: 99%

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

Virlée

Hammedi

Riel³

2020

JSTP

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PurposePatients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities, however, require different types of skills and effort from the patients, and different types of interactions with stakeholders, while also having different effects on patients' well-being. The purpose of the present study is to develop a better understanding of why some patients are better able or willing to perform resource integration activities that impact their well-being. To reach this objective, barriers and facilitators of these activities in their interactions with various stakeholders were identified.Design/methodology/approachThe study uses a multiple case study design. Individual patients having received a lung transplant, together with their entourage (family, medical professionals, other patients) each represent a case. In-depth interviews were conducted with the patients and with various categories of stakeholders in their service delivery network who were relevant to their experience and with whom they integrated their resources.FindingsThe study identifies three levels on which barriers and facilitators of the resource integration process occur: the individual, relational and systemic level. Factors on these levels affect different aspects of the process.Originality/valueThis study takes a systems perspective and investigates how various systemic factors and stakeholders conduce or inhibit healthcare service users to perform resource integration activities, especially focusing on those activities that strongly affect their well-being.

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Section: Introductionmentioning

confidence: 99%

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

Virlée

Hammedi

Riel³

2020

JSTP

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“…He and Tu (2012) classify customer resources as economic, time and cognitive resource. Iyanna (2016) believes that customer resources should include physical, experience and social resource. Loïc (2016) analyzes 12 types of customer resources from the literature of customer participation and S-D logic, such as information, emotions, physics, finances, time, behavior, relationships, society, culture, roles, customers’ abilities and customers’ wishes.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Customer participation research has shown that customers have personal resources to use actively in value co-creation (Rodie and Susan, 2000; Iyanna, 2016). S-D logic also emphasizes the decisive role of operational resources in value creation.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

“…In view of the importance of motivating factors and developing the value co-creation process in the service field, it is a pity to ignore the role of customer resources when exploring the value co-creation process. Although some scholars have proposed that customer resources can influence customer value in co-creation (Iyanna, 2016), its mechanism has not yet been explored. This study attempts to analyze the value co-creation process from the customer resource perspective, explore the effect mechanism of the interaction between customers and companies to form the value promotion through multiple interaction models, enrich the analytical framework of value co-creation theory and provide suggestions for companies to implement the value co-creation model.…”

Section: Introductionmentioning

confidence: 99%

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The impact of customer resources on customer value in co-creation: the multiple mediating effects

Xiao

2020

JCMARS

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Purpose Co-creating value with customers is important for companies in order to gain a competitive advantage. Based on resource theory and social interaction theory, the purpose of this paper is to explore the customer participation mechanism in co-creating value and test the effects of different types of customer resources and multi-level customer–firm interaction on customer value. Design/methodology/approach Data were collected from tourism industry. Hypotheses were tested using structural equation modeling. Findings The results indicate that both the customer’s human resource and relationship resource have a significantly positive effect on customers’ utilitarian value and hedonic value through reactive and proactive interactions. Reactive interaction has a full mediating effect on the relationship between relationship resource and proactive interaction, whereas proactive interaction has a full mediating effect on the relationship between reactive interaction and hedonic value. Originality/value This study explores the mediating effects of customer–firm interaction between customer resources and customer value. This paper contributes to the understanding of customers’ motivations for, and the processes of, participating in value co-creation.

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“…Frow, McColl-Kennedy and Payne [63] recognized the central role of VCC practices ('cocreation activities and interactions in a specific context') in shaping the service system by influencing the availability of resources and how resources are employed and integrated. In addition, Iyanna [64] also agreed that how respondents integrate resources into the co-creation process depends on the activities or events actors described. Based on the practice theory, Echeverri and Skålén [11] conceive that value practice can simultaneously limit and enable interactions among actors.…”

Section: Dynamic Vcc and Vcd Practicementioning

confidence: 99%

Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems: A Structured Literature Review

Tuunanen

2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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This paper investigates resource integration and social interaction as the two core processes of value co-creation and co-destruction in a service system. We applied a structured literature review as our research methodology to develop a framework to depict the components of value co-creation and co-destruction processes and to understand the behavioral drivers of service system actors as well as the positive and negative value outcomes derived through resource integration and social interaction. By analyzing the 51 papers that meet the inclusion criteria, we found that actors' engagement in value creation process are motivated by different behavioral drivers. Then, applying resource integration, and more specifically, access, matching, and resourcing, actors interact through social interaction employing communication, dialogue, and trust contribute to the dynamic process of value co-creation and co-destruction embedded on context-based practices, which leads to actors' unique perceived value outcomes.

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Insights Into Consumer Resource Integration And Value Co-Creation Process

Abstract: ABSTRACT

Cited by 8 publications

References 55 publications

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

The impact of customer resources on customer value in co-creation: the multiple mediating effects

Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems: A Structured Literature Review

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