Abstract
Mobile service innovation has gained much interest from governments, businesses, and researchers. The long-term success of mobile service innovations depends nowadays more and more on whether these service innovations allow consumers to co-create and experience value-in-use, and with this idea in mind innovators continue to design and redesign their complex service offerings. To support service innovators in improving their offerings, the overall research aim in this dissertation has been to answer the question: How do consumers co-create and experience value-in-use in mobile service constellations?
I have addressed this question by conducting three studies: one systematic literature review and two empirical investigations, a qualitative and a quantitative one. First, the systematic literature review was conducted to obtain an in-depth overview of the value-in-use literature, and interpret insights from that literature for a contemporary service context (Chapter 2). Second, because social network platforms have been identified as important bases and facilitators of value-in-use co-creation in the digital economy, in the second study we aimed to develop a better understanding of 1) how value-in-use is co-created and experienced in practice, especially in complex mobile social network-based services 2) what roles social value and social capital play in the co-creation and experience of value-in-use on a social network-based mobile service platform and 3) which role complementarity among services plays in these processes (Chapter 3). Ultimately, while consumers expect convenient, enjoyable and seamless service experiences anywhere and anytime, many researchers consider value-in-use creation in mobile services to be dependent on the usage context. Therefore, an investigation into the role of the context in the value-in-use co-creation process was also conducted (Chapter 4). These analyses have been conducted using various methods (e.g., a systematic literature review, focus groups, and a field experiment).
