Value co-creation in service interactions: dimensions and antecedents
Karlstad : CTF, Service Research Center, Karlstad University
In, pp. 655-662
Quis Conference, 10 juni 2013
Article in monograph or in proceedings
Display more detailsDisplay less details
The purpose of this article is to further develop the conceptualization of value co-creation and discuss its dimensions and antecedents. We propose that in service interactions, value co-creation should be understood as a joint collaborative activity between service employees and customers consisting of six dimensions, which correspond to simpler joint actions (individuated, relational, empowered, ethical, developmental and concerted joint actions). Furthermore, we address communicating, relating and knowing as antecedents of value co-creation. This article is among the first to propose an analytical framework for the study of value co-creation and can drive both future research and guide managers interested in implementing the service logic principles.
Upload full text
Use your RU credentials (u/z-number and password) to log in with SURFconext to upload a file for processing by the repository team.