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Value co-creation behaviour – role of embeddedness and outcome considerations

Gaurangi Laud (Tasmanian School of Business and Economics, University of Tasmania, Hobart, Australia)
Ingo Oswald Karpen (Graduate School of Business and Law, RMIT University, Melbourne, Australia, and Department of Marketing, Copenhagen Business School, Copenhagen, Denmark)

Journal of Service Theory and Practice

ISSN: 2055-6225

Article publication date: 10 July 2017

Abstract

Purpose

The purpose of this paper is to identify antecedents and consequences of customers’ value co-creation behaviour (VCB). VCB as a means to facilitate value realisation processes is gaining importance in service research and practice. Encouraging such enactments can be challenging, but can also offer competitive advantages.

Design/methodology/approach

We empirically investigate a conceptual model by converging three contemporary concepts of co-creation research – embeddedness, VCB and value-in-context – and examining the interdependencies between them. Data were collected in an online forum of a leading international weight-management firm.

Findings

Results suggest that customers’ embeddedness is a key antecedent of customers’ VCB in a service system. The three embeddedness dimensions – structural, relational and cultural – have a differential impact on customers’ VCB. Furthermore, findings illustrate that customers’ VCB has a significant impact on their object-oriented, self-oriented and brand-oriented social value-in-context outcomes.

Research limitations/implications

This study contributes by empirically investigating and validating antecedents and consequences of VCB in a service system. In doing so, the study highlights the significance of the nature of customer’s social constellations to develop contexts where value outcomes are actualised. Understanding the factors that shape VCB offers insights for firms to recognise how and where value propositions can be deployed that drives on-going co-creation processes.

Originality/value

This study is the first empirical research to offer insights into important pre-conditions and subsequent outcomes concurrently to illustrate how customers’ VCB can be managed and nurtured for sustainable value co-creation processes within service systems. This research further advances mid-range theorizing and microfoundational perspectives in marketing.

Keywords

Citation

Laud, G. and Karpen, I.O. (2017), "Value co-creation behaviour – role of embeddedness and outcome considerations", Journal of Service Theory and Practice, Vol. 27 No. 4, pp. 778-807. https://doi.org/10.1108/JSTP-04-2016-0069

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited