Value in Services – A Service Dominant Logic Perspective

Kuzgun, Ebru; Asugman, Gulden

doi:10.1016/j.sbspro.2015.10.093

Cited by 23 publications

(15 citation statements)

References 65 publications

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“…Prahalad and Ramaswamy (2004) popularised the VCC notion and presupposed that the value of product or service is the outcome of three elements: manufacturers, suppliers and customers. Later studies have considered this concept as a base to develop conceptual models for investigating the co-creation of value by the supplier and consumer (Dong et al, 2008;Kuzgun and Asugman, 2015;Vargo et al, 2008). The sixth foundational proposition of service-dominant logic is also considered as the base for the notion of VCC (Payne et al, 2008).…”

Section: Value Co-creationmentioning

confidence: 99%

Examining the effect of eWOM on the customer purchase intention through value co-creation (VCC) in social networking sites (SNSs)

Kunja

Acharyulu

2018

MRR

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Purpose The purpose of the study was to investigate the effect of electronic word of mouth (eWOM) on the value co-creation (VCC) and purchase intentions of consumers in Facebook fan pages of smartphone brands in India. Design/methodology/approach The data were collected using a structured questionnaire from a sample of 762 members from India present in the selected fan pages of smartphone brands in Facebook, and the data were analyzed through structural equation modeling. Findings This empirical study revealed a positive relationship among the three variables and provided new insights after analyzing the collected data. There was clear evidence of VCC being partially mediated by eWOM and purchase intention. Research limitations/implications The perspective of the study was to validate the proposed conceptual model by considering members’ perception of the product, as put forth on Facebook fan pages. The methods used in this study could be adapted to conduct further studies on other social networking sites like Instagram and Twitter. Originality/value The study contributes to the existing literature of eWOM, VCC and consumer behavior in social networking sites, and our findings will help marketers to develop a new method of disseminating product information to and within India through social networking sites.

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Section: Value Co-creationmentioning

confidence: 99%

Examining the effect of eWOM on the customer purchase intention through value co-creation (VCC) in social networking sites (SNSs)

Kunja

Acharyulu

2018

MRR

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“…The SDL has been fundamental in the understanding of the service provision, the role of the customer, and its market consequences (Vargo and Lusch 2004;Kuzgun and Asugman 2015). Previous studies on these concepts Black the strategic, functional and tactical directions for organizations to apply^them (Gaiardelli et al 2015(Gaiardelli et al , p. 1165.…”

Section: Research Implicationsmentioning

confidence: 99%

On the move towards customer-centric business models in the automotive industry - a conceptual reference framework of shared automotive service systems

Grieger

Ludwig

2018

Electron Markets

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Digitalization drives automotive original equipment manufacturers (OEMs) to change their value propositions and open-up towards greater collaboration and customer integration. The shift towards services implies a transformational change from product- towards customer-centricity. This study proposes a conceptual reference framework (CRF) out of a business model perspective to systematize automotive service systems. The CRF presents relevant dimensions and dependencies between the involved stakeholders and the necessary infrastructures in order to facilitate digital service conceptualization in the early phases of the service design. The artifact is developed based on a literature review and conceptual modeling, then iteratively evaluated by means of guideline-supported interviews from three different perspectives and applied to a real problem statement within a case workshop. The results suggest value creation for automotive services occurs in shared mobility networks among interdependent stakeholders in which customers play an integral role during the service life-cycle. Additionally, the results deepen the understanding of service business model development under consideration of industry-specific aspects and suggest the framework to be a beneficial structuring tool that can save resources and specify solution finding.

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“…Our findings confirmed Grönroos's (2006) claim that value-in-use is subjectively created and experienced by the customer and this value can only be actualised within a context (third place). According to Kuzgun and Asugman (2015), value-in-use can be experienced through a combination of value mixes, such as utilitarian, symbolic, hedonic and others, which can be actualised during the usage. Similarly, the analysis in our study suggested four different types of use-value experience.…”

Section: Discussion and Hypothesis Developmentmentioning

confidence: 99%

Senior citizens’ perspective on the value offerings of third place via customer to customer (C-2-C) engagement

Meshram

O’Cass

2017

JSM

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Purpose: This paper offers a framework of third place value offering that explains how specific consumer group, senior citizens C-2-C engagement in third places can develop their value experiences.Methodology: Data were collected for two studies from senior citizen clubs in Australia.Study 1 uses focus group (12) and is analysed with QSR NVivo software following content analysis. Study 2 is based on 324 surveys and is analysed with AMOS version 24 software. Findings: Study 1 identifies eight themes based on 29 main codes codes to develop a framework on the value offerings of third place value and its consumer centric effect on seniors' loyalty and social capital. The themes under social capital and loyalty contributed to a better understanding of how consumers engage with each other in social clubs and develop their social capital. The results of Study 2 support the conceptualisation of third place value offering as a reflective model and confirm the model's nomological validity in relation to seniors' loyalty and social capital outcomes. Theoretical implications: This paper extends the knowledge on the concept of third place in the servicescape literature. It also extends the understanding of the significance of value in customers' consumption in third places. The study also contributes to the understanding on how consumers develop loyalty towards third places and enhance their social capital.Managerial implication: The findings provide three practical implications for managers to consider in relation to service places: 1) improve consumer patronage through community engagement, 2) improve local business practices via consumer-owner friendship, and 3) redesign spatial settings to deliver meaningful consumer experiences.Originality/Value: This paper uses consumption experience to develop the consumer value in third places. It provides a consumer centric focus to servicescape and incorporates recent works on third places, value, social capital, and loyalty

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Value in Services – A Service Dominant Logic Perspective

Cited by 23 publications

References 65 publications

Examining the effect of eWOM on the customer purchase intention through value co-creation (VCC) in social networking sites (SNSs)

Examining the effect of eWOM on the customer purchase intention through value co-creation (VCC) in social networking sites (SNSs)

On the move towards customer-centric business models in the automotive industry - a conceptual reference framework of shared automotive service systems

Senior citizens’ perspective on the value offerings of third place via customer to customer (C-2-C) engagement

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