Search results
1 – 10 of 617Li-Wei Wu, Ellen Rouyer and Chung-Yu Wang
Co-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and…
Abstract
Purpose
Co-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and service employees to access and leverage resources residing in their relationships. Clearly, the marketing-related literature focuses on the bright side of co-production. Nevertheless, the costs and potential negative consequences associated with its dark side must be further investigated. Therefore, this study aims to present a conceptual framework that explores the relationships among co-production, co-production enjoyment, co-production intensity, service effort, and job stress, and their effects on value co-creation, value co-destruction and customer satisfaction.
Design/methodology/approach
This study was conducted on the basis of dyadic data; the process incorporates both the customer and the corresponding service employee into a single unit of analysis. The proposed model was tested by using a structural equation model that involves LISREL analyses.
Findings
The results of this study indicate that co-production influences co-production enjoyment, co-production intensity, service effort, and job stress. Co-production enjoyment and service effort increase value co-creation, whereas co-production intensity and job stress increase value co-destruction. Value co-creation and value co-destruction have different effects on customer satisfaction.
Originality/value
This study addresses the gap in the extant research and contributes to a better understanding of the double-sided effects of co-production by integrating employees and customers into a single dyadic and comprehensive model.
Details
Keywords
Yasin Sahhar and Raymond Loohuis
This paper aims to explore how unreflective and reflective value experience emerges in value co-creation and co-destruction practices in a consumer context.
Abstract
Purpose
This paper aims to explore how unreflective and reflective value experience emerges in value co-creation and co-destruction practices in a consumer context.
Design/methodology/approach
This paper presents a Heideggerian phenomenological heuristic consisting of three interrelated modes of engagement, which is used for interpretive sense-making in a dynamic and lively case context of amateur-level football (soccer) played on artificial grass. Based on a qualitative study using ethnographic techniques, this study examines the whats and the hows of value experience by individuals playing football at different qualities and in varying conditions across 25 Dutch football teams.
Findings
The findings reveal three interrelated yet distinct modalities of experience in value co-creation and co-destruction presented in a continuum of triplex spaces of unreflective and reflective value experience. The first is a joyful flow of unreflective value experience in emergent and undisrupted value co-creation practice with no potential for value co-destruction. Second, a semireflective value experience caused by interruptions in value co-creation has a higher potential for value co-destruction. Third, a fully reflective value experience through a completely interrupted value co-creation practice results in high-value co-destruction.
Research limitations/implications
This research contributes to the literature on the microfoundations of value experience and value creation by proposing a conceptual relationship between unreflective/reflective value experience and value co-creation and co-destruction mediated through interruptions in consumer usage situations.
Practical implications
This study’s novel perspective on this relationship offers practitioners a useful vantage point on understanding how enhanced value experience comes about in value co-creation practice and how this is linked to value co-destruction when interruptions occur. These insights help bolster alignment and prevent misalignment in resource integration and foster service strategies, designs and innovations to better influence consumer experience in journeys.
Originality/value
This study deploys an integral view of how consumer value experience manifests in value co-creation and co-destruction that offers conceptual, methodological and practical clarity.
Details
Keywords
Tingting Zhang, Can Lu, Edwin Torres and Po-Ju Chen
This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the…
Abstract
Purpose
This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors.
Design/methodology/approach
The qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propositions are identified through data analysis. Data coding and analysis are facilitated by using MAXQDA 12.
Findings
Co-creation through positively valenced engagement behaviors may occur when customers are delighted, feel valued, experience reciprocity, receive organizational incentives, are solicited for feedback, can count on service recovery efforts and interact with helpful, empathetic, polite and responsive employees. Co-destruction through negatively valenced engagement behaviors emerges from rude employee behaviors, indifference, confrontation with company representatives, technological failure, the lack of complaint outlets and customers’ desire for revenge.
Practical implications
Selecting and training employees to be helpful, polite, responsive and empathetic toward online visitors can trigger co-creation. Communication between firms and customers should boost customer approval and delight. Organizations can offer incentives, reliable service delivery and a recovery design to stimulate visitor participation. Soliciting feedback requires sound technological support and direct communication links with visitors.
Originality/value
This study presents the conditions and framework contributing to the duality of customer engagement-induced co-creation and co-destruction values in online channels from the customer, organizational, employee, service design and technological perspectives. It also addresses how value is co-created or co-destructed through examples.
Details
Keywords
Mostafa Kamalpour, Rebekah Eden, Rehan A. Syed, Laurie Buys, Amina Tariq and Jason Watson
This study aims to explain the value co-creation and co-destruction practices of older adults in an online community (OC).
Abstract
Purpose
This study aims to explain the value co-creation and co-destruction practices of older adults in an online community (OC).
Design/methodology/approach
Adopting practice theory and service-dominant logic as a theoretical perspective, this paper examined an OC of older adults by conducting an inductive thematic analysis of the interactions of the participants in the community.
Findings
The analysis revealed older adults engage with three value co-creation plus one value co-destruction practices in the OC including, communal coping practices, happiness creation practices, social capital generation practices and disparaging practices for older adults.
Research limitations/implications
Illustrated in a conceptual model, this study extends previous work evidencing OCs serve as a platform for value co-creation and value co-destruction activities in the context of older adults. Further, it suggests OCs facilitate resilience of older adults through value co-creation practices. Recognition of value co-destruction in OCs is critical as it is detrimental to the resilience of older adults. This study provides the needed foundation to advance knowledge on the use of OCs by older adults and suggests future research directions.
Practical implications
Identifying co-creation and co-destruction practices of older adults in OCs enables service providers (e.g. caregivers) to engage better in online value co-creation practices. Further, the findings of this study address one of the main priorities of service science to investigate the impact of value co-creation on well-being.
Originality/value
Despite the significant engagement of older adults in OCs, there is a lack of enough knowledge in the literature regarding value co-creation and co-destruction practices of older adults in OCs. This study addressed this gap by explaining how older adults co-create and co-destruct value in online spaces.
Details
Keywords
Johannes Hogg, Kim Werner and Kai-Michael Griese
Value co-destruction has received little attention in an event-related context. This appears surprising, given that the interactions among actors at an event may also reduce the…
Abstract
Purpose
Value co-destruction has received little attention in an event-related context. This appears surprising, given that the interactions among actors at an event may also reduce the value for other participants, stakeholders and that of the entire event or the event's service ecosystem. This paper first aims to conceptualise value co-destruction and to provide an overview of related research in an event context. Second, a future research agenda for value co-destruction processes in an event context is developed.
Design/methodology/approach
Journals of the “Scimago Journal and Country Rank” were systematically reviewed for the keywords “value co-destruction”, “value destruction” and “negative value co-creation”. A second literature review specifically aimed at the events context extended the search scope to non-Scimago journals, Google Scholar and Google Web using the same keywords. All identified articles were qualitatively analysed concerning (1) the conceptualisation of value co-destruction and (2) reasons for value co-destruction.
Findings
The review of previous research highlights a limited scope of analysis, a focus on value co-destruction as an outcome and on interactions at the meso-level. Based on these findings, a holistic definition of value co-destruction is proposed. The paper identifies two major directions for future studies on value co-destruction at events and suggests specific examples.
Originality/value
The paper contributes to a more holistic understanding of value co-creation and co-destruction in an event setting. For example, a clearer understanding of the interactions that reduce the overall value of an event may assist to better design valuable events in the future.
Details
Keywords
Xin Ming Stephanie Chen, Lisa Schuster and Edwina Luck
Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically…
Abstract
Purpose
Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically within an organisation. No TSR has yet examined well-being across multiple interconnected organisations at the highest level of aggregation, the meta or service ecosystem level. This study aims to explore how value co-creation and, critically, co-destruction among different actors across interacting organisations enhances or destroys multiple levels of well-being.
Design/methodology/approach
This study uses semi-structured, in-depth interviews to collect data from five types of key actors (n = 35): players, team owners, tournament operations managers, casters and viewers, across 29 interconnected organisations in the oceanic esports industry. The interviews were coded using NVivo 12 and thematically analysed.
Findings
Resource integration on each level of aggregation within a service ecosystem (micro, meso, macro and meta) can co-create and co-destroy value, which leads to the enhancement and destruction of multiple levels of well-being (individual, collective, service system and service ecosystem). Value co-creation and co-destruction, as well as the resultant well-being outcomes, were interconnected across the different levels within the service ecosystem.
Originality/value
To the best of the authors’ knowledge, this research is the first to incorporate a multi-actor perspective on the well-being consequences of value co-creation and value co-destruction within a service ecosystem as opposed to service system. Thus, this research also contributes to the minimal research which examines the outcomes of value co-destruction, rather than value co-creation, at multiple levels of aggregation.
Details
Keywords
Aleksandra Hauke-Lopes, Milena Ratajczak-Mrozek and Marcin Wieczerzycki
The purpose of this paper is to investigate how digital transformation changes highly traditional business processes and how it impacts value co-creation and co-destruction. More…
Abstract
Purpose
The purpose of this paper is to investigate how digital transformation changes highly traditional business processes and how it impacts value co-creation and co-destruction. More specifically, the aim is to examine, using the resource interaction approach, how the friction between non-digital and digital resources affects the co-creation and co-destruction of value in a network during digital transformation. Based on this, the authors provide managerial implications on how to handle simultaneous digital and traditional business processes to co-create value during digital transformation.
Design/methodology/approach
A case study is conducted of a digital platform provider and of three traditional confectioneries. In this analysis, the authors looked at the business processes of highly traditional confectioneries that have introduced online services through a digital platform and are undergoing digital transformation.
Findings
In some industries, it is neither possible nor advisable to fully digitalise all business processes, and companies have to partially retain their traditional, analogue character to create value. The process of value co-creation during digital transformation is affected by friction between the digital and non-digital resources and is mitigated by specific lubricants (e.g. mutual reliance, smooth personal communication, willingness to help, attitude towards change). This results in the improvement of processes and capabilities in terms of digital development and traditional production. Friction may also lead to value co-destruction, for example, as the result of transformation from face-to-face to digital interactions.
Originality/value
The authors contribute to research on the digital transformation of highly traditional companies that need to introduce new, digital technologies and resources while continuing their traditional processes. The authors develop the concept of lubricants that mitigate the friction between resources and, therefore, facilitate value co-creation in a business network. Additionally, the authors provide managerial implications for how to handle simultaneous digital and traditional business processes during digital transformation.
Details
Keywords
Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation…
Abstract
Purpose
Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources.
Design/methodology/approach
To address the limitations of previous research on customer resources and their integration by service employees, this study turns to the concept of customer participation to identify the nature of customers’ resources. A conceptual framework of their integration by service employees underpins nine key propositions. This foundation leads to the development of theoretical contributions, managerial implications and avenues for research.
Findings
Customers can use 12 types of resources in value co-creation. Contrasting with earlier findings, the conceptual framework reveals that service employees may not only integrate these customers’ resources but also either misintegrate or not integrate them. Non-integration and misintegration may be intentional or accidental. Accordingly, value co-creation or co-destruction may result from interactions.
Research limitations/implications
This conceptual and exploratory text requires complementary theoretical and empirical investigations. It also does not adopt an ecosystems view of co-creation.
Practical implications
Knowing the different steps of resource integration and what influences them should increase the chances of value co-creation and limit the risks of value co-destruction.
Originality/value
Scant research has examined the nature of customer resources and how service employees integrate them. This paper also is the first to distinguish among resource integration, misintegration and non-integration.
Details
Keywords
Jeannette Camilleri and Barbara Neuhofer
This paper aims to develop a theoretical framework of value co-creation and value co-destruction of guest-host social practices facilitated through Airbnb in the sharing economy.
Abstract
Purpose
This paper aims to develop a theoretical framework of value co-creation and value co-destruction of guest-host social practices facilitated through Airbnb in the sharing economy.
Design/methodology/approach
This paper makes use of a qualitative online content analysis to extract Airbnb data and to analyse guest reviews and host responses posted in the context of Malta.
Findings
A theoretical framework is proposed revealing six distinct themes of guest–host social practices and their sub-categories, resulting in a spectrum of dimensions of value formation.
Research limitations/implications
This paper collects data from Airbnb properties in Malta, with more narratives posted by guests, implying a dominance of guest views on value co-creation and co-destruction. Findings might have a limited transferability beyond similar sharing economy platforms and tourist destinations.
Practical/implications
The paper uncovers guest–host hospitality value creation practices, providing concrete examples as to what practices lead to distinct value formation or destruction. In addressing the lack of knowledge about value creation practices in the sharing economy, strategic implications are offered to the hospitality sector to understand the distinct value propositions Airbnb offers compared to traditional accommodation types.
Originality/value
The paper’s contribution is its theoretical framework of value practices of guests staying at Airbnb-listed accommodations, contributing to a better understanding of the distinct value propositions underlying collaborative consumption offers in the sharing economy.
Details
Keywords
Martina Čaić, Gaby Odekerken-Schröder and Dominik Mahr
The purpose of this paper is to investigate the potential roles for service robots (i.e. socially assistive robots) in value networks of elderly care. Taking an elderly person’s…
Abstract
Purpose
The purpose of this paper is to investigate the potential roles for service robots (i.e. socially assistive robots) in value networks of elderly care. Taking an elderly person’s perspective, it defines robot roles according to their value co-creating/destroying potential for the elderly user (i.e. focal actor), while acknowledging consequences for a network of users around the elderly (i.e. network actors).
Design/methodology/approach
This qualitative, interpretative study employs in-depth phenomenographic interviews, supported by generative cards activities (i.e. Contextual Value Network Mapping), to elicit an elderly person’s tacit knowledge and anticipate the effects of introducing an automated actor on institutionalized value co-creation practices.
Findings
The proposed typology identifies six roles of socially assistive robots in an elderly person’s value network (enabler, intruder, ally, replacement, extended self, and deactivator) and links them to three health-supporting functions by robots: safeguarding, social contact, and cognitive support.
Research limitations/implications
Elderly people have notable expectations about the inclusion of a socially assistive robot as a new actor in their value networks. The identified robot roles inform service scholars and managers about both the value co-destruction potential that needs to be avoided through careful designs and the value co-creation potential that should be leveraged.
Originality/value
Using network-conscious phenomenographic interviews before the introduction of a novel value proposition sheds new light on the shifting value co-creation interplay among value network actors (i.e. elderly people, formal and informal caregivers). The value co-creation/destruction potential of socially assistive robots and their corresponding roles in care-based value networks offer insights for the design of meaningful robotic technology and its introduction into the existing service networks.
Details