Value and systems perspectives in combining human and automated services: commentary on “seven challenges to combining human and automated service”

Value co-creation: concept and measurement

“…However, the understanding of co-creation in the light of studies by Prahalad and Ramaswamy (2000) and the service logic has predominantly evolved post-2000 (the latest enumeration of the definitions of co-creation by McColl-Kennedy et al (2012) indicates that 22 out of the 27 definitions pertain to the post-2000 period; the remaining definitions are both specific to co-production and are discussed and conceptualized in recent research). Thus, our review period focuses on the contemporary understanding of VCC as well as allied constructs, perspectives, and theories that include consumer culture theory (Peñaloza and Mish 2011;Xie et al 2008), experience economy and marketing (Payne et al 2009;Zhang and Chen 2008), relationship marketing (Haahti 2003;Payne et al 2008), networks (Chandler and Vargo 2011), personality and motivation (Ferguson et al 2010;Zheng et al 2011), and social exchange (Dong et al 2008;Füller 2010;Ng 2010).…”