2016
DOI: 10.1108/jsm-02-2015-0065
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Studying customers’ resource integration by service employees in interactional value co-creation

Abstract: Purpose Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources. Design/methodology/approach To address the limitations of previous research on customer resources and their integration by service employees, this study turns to the concept of customer participation to identify the nature of customers’ resources. A conceptual framework… Show more

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Cited by 153 publications
(197 citation statements)
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References 65 publications
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“…An intentional choice not to collaborate may also lead to non-integration of resources [23]: for example, the online diagnosis service user experiencing lack of essential knowledge on how to search for medical information with correct terminology, could decide to stop using the service (non-integrate), which would result in value co-destruction for the customer in form of not gaining expected information of the service use.…”
Section: Misuse and Non-integration Of Resourcesmentioning
confidence: 99%
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“…An intentional choice not to collaborate may also lead to non-integration of resources [23]: for example, the online diagnosis service user experiencing lack of essential knowledge on how to search for medical information with correct terminology, could decide to stop using the service (non-integrate), which would result in value co-destruction for the customer in form of not gaining expected information of the service use.…”
Section: Misuse and Non-integration Of Resourcesmentioning
confidence: 99%
“…The company codestructed value by misusing their own technology resources (delivery system) costing the customer resources such as temporal, material and financial [35]. Consequently, misuse referring to resource integration, Plé [23] adopts the term misintegration for the action.…”
Section: Misuse and Non-integration Of Resourcesmentioning
confidence: 99%
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