On value and value co-creation: A service systems and service logic perspective

Vargo, Stephen L.; Maglio, Paul P.; Akaka, Melissa Archpru

doi:10.1016/j.emj.2008.04.003

Cited by 2,383 publications

(1,707 citation statements)

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“…In general, customers' contributions and behaviour are distinguished (Hutter, Hautz, Fueller, Mueller & Matzler, 2011). According to the authors' approach, other studies describe the attributes of co-creation from activities' perspective (Gebauer, Johnson & Enquist, 2010), the customer (Tynan, McKechnie & Chhuon, 2010), capability (Fujioka, 2009), experience (Gentile, Spiller & Noci, 2007;Prahalad & Ramaswamy, 2004), the roles (Andreu, Sánchez & Mele, 2010;Grönroos, 2008), service (Vargo, Maglio & Akaka, 2008), and the value (Ueda, Takenaka & Fujita, 2008). Durugbo & Pawar (2014) developed a unified model of cocreation that integrates the functions of a supplier and consumers' involvement based on existing value-in-exchange and value-in-use and in order to select co-creation techniques.…”

Section: Introductionmentioning

confidence: 99%

The Role of Customers’ Involvement in Value Co-creation Behaviour is Value Co-creation the Source of Competitive Advantage?

Ercsey¹

2017

JOC

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According to service dominant logic (SDL), customers are always active participants and collaborative partners in exchanges; therefore we should focus on the elements of consumer behaviour that are connected with the value co-creation. By involving the customers in service production, providers can capture customers' needs and maintain their competitiveness. The cutomers' roles may lead to a higher productivity and competitive quality for companies. Previous researches recognized two types of the customers' co-creation behaviour. First, it is the consumers' participation behaviour. Then, the other one is the consumers' citizenship behaviour. The goal of our study is to examine how the level of involvement influences two kinds of behaviour mentioned. Besides, we explore if respondents' participation behaviour or citizenship behaviour influence the perceived value of service provided. In 2015, for examination of our research questions, we carried out a quantitative research and applied quota sampling to obtain data from two target groups (X and Y generations). The activity and attitude of individuals related to performance of an extra-role in service interaction is less favourable than the required in-role behaviour. According to the results of our survey, the level of involvement influences the customers' mandatory behaviour and volunteer behaviour when working on a co-creation value. Empirically verifiable, the service users' activity in a value creation affects customers' value of the service.

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Section: Introductionmentioning

confidence: 99%

The Role of Customers’ Involvement in Value Co-creation Behaviour is Value Co-creation the Source of Competitive Advantage?

Ercsey¹

2017

JOC

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“…The resulting value for the customer is fundamentally derived in use-labeled as value-inuse-and determined contingent upon the concrete context of use-labeled as value-in-context (v-i-c) [15,23,24]. This means that a firm's offering is not embedded with value (attribute level; value-inexchange).…”

Section: S-d Logic Perspective On Value Creation In the Digital Agementioning

confidence: 99%

Value-In-Context with Service Innovation in the Digital Age: A Service-Dominant Logic Perspective

Mikusz

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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“…The dialogue between customer and service provider itself becomes an ongoing element of the digitized service process (Prahalad et al, 2004b;Vargo et al, 2008b). Further, digitization increases potential availability of the service as well as better customer access by departing from the traditional direct appointments approach.…”

Section: Value Co-creationmentioning

confidence: 99%