Measuring customer value co-creation behavior: Developing a conceptual model based on service-dominant logic

Abstract

Purpose

In line with the precepts of service-dominant logic (SDL), the purpose of this paper is to devise a measurement framework of customer value co-creation practices during the service process.

Design/methodology/approach

Answering the call of McColl-Kennedy et al. (2012), the present study develops a general conceptual model for the measurement of customer value co-creation behavior, in line with the procedure elaborated by Churchill (1979). In particular, the paper focuses on the first stage of the protocol, corresponding to the specification of the domain of the construct.

Findings

The study shows that the scale for measuring behavioral processes in customer value co-creation has an implicit hierarchical structure based on eight activities to ensure adequate semantic coverage of the concept: cerebral activities, cooperation, information research and collation, the combination of complementary activities, changes in habits, co-production, co-learning, and connection. Moreover, the work highlights that the analysis of customer value co-creation behavior leads to three diverse steps of value co-creation and various levels of interaction.

Originality/value

By systematizing the construct of customer value co-creation behavior within a comprehensive framework, the conceptual model attempts to fill a gap evidenced by previous research in order to show that actions performed by users during the value co-creation process strictly conform to SDL assumptions. Moreover, the framework underpinning the practical application of SDL principles could benefit future practitioners and suggest interesting implications for future research.

Citation

Tommasetti, A., Troisi, O. and Vesci, M. (2017), "Measuring customer value co-creation behavior: Developing a conceptual model based on service-dominant logic", Journal of Service Theory and Practice, Vol. 27 No. 5, pp. 930-950. https://doi.org/10.1108/JSTP-10-2015-0215