The value co-destruction process: a customer resource perspective
نویسندگان
چکیده
منابع مشابه
The value co-destruction process: a customer resource perspective
Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...
متن کاملThe value co-destruction process: a customer resource perspective
Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...
متن کاملThe value co-destruction process: a customer resource perspective
Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...
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To identify the customer value provided from the business process and to seek additional opportunities to fortify a firm’s competitive advantages, we explore the value chain mentioned in (Porter, 1985) at a greater extent. The study results in a framework where an information-processing infrastructure is added to the value chain concept to provide a basis for the business process investigation....
متن کاملTHE ROLE OF CUSTOMER ENGAGEMENT BEHAVIOR IN VALUE CO-CREATION: A SERVICE SYSTEM PERSPECTIVE Dr
Recent developments in marketing highlight the blurring of boundaries between firms and customers. The concept of customer engagement aggregates the multiple ways customer behaviors beyond transactions may influence the firm. However, the term is embryonic and academics and practitioners alike lack understanding on how customer engagement contributes to value co-creation. This paper marks the f...
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ژورنال
عنوان ژورنال: European Journal of Marketing
سال: 2013
ISSN: 0309-0566
DOI: 10.1108/ejm-08-2011-0420