Co-creating the collective service experience
Abstract
Purpose
The purpose of this paper is to identify which consumption practices lead to the co-creation of collective service experiences and to outline a conceptual framework for their understanding.
Design/methodology/approach
The authors use a multiple case vignette approach combining examples from leisure industries described as perfect contexts to study collective experiences. Four case vignettes were selected according to community forms and types as defined by consumer culture literature.
Findings
The study identifies and delineates the neglected phenomenon of the co-creation of collective service experiences and related practices. It highlights the ambivalence of these practices in terms of the co-creation or co-destruction of the experience and indicates their relative unmanageability.
Research limitations/implications
The cases largely rest on symbolic service experiences, which are a small set of the total universe of consumer experiences.
Practical implications
Companies should replace their efforts in organizing consumer practices with monitoring mechanisms and react to collective consumer actions, pursuing a co-evolutionary perspective when they do not have a dominant and permanent role in the relationship with their consumers.
Originality/value
The paper gives voice to an understudied collective phenomenon in service management and provides the building blocks for its conceptualization.
Keywords
Citation
Carù, A. and Cova, B. (2015), "Co-creating the collective service experience", Journal of Service Management, Vol. 26 No. 2, pp. 276-294. https://doi.org/10.1108/JOSM-07-2014-0170
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited