The benefits of customer co-creation of value in the service context are well recognized. However, little is known about service failures in a co-creation context and the consequent roles of both firms and customers in the advent of service recovery. In conceptualizing a new construct, “customer participation in service recovery,” this study proposes a theoretical framework that delineates the ...

a r t i c l e i n f o The importance of the customer's role in the management of a firm has been increasing for the last twenty years. A firm's organizational capabilities, both internally and externally oriented, are essential for increasing customer value creation and the focus of this paper is on market orientation, knowledge management and customer relationship management. The aim of the st...

Using the DART (dialogue, access, risk, and transparency) model as a core framework of value co-creation (VCC), in context hospitality services, this study explores role VCC might have customers’ perceived (PV). The delineates two characteristics PV—perceived quality price—as sources for competitive strategy. It attempts to establish existence an effect implementation on these strategy, well in...

One of the foundational of service science and of study of value-creation in service systems is service-dominant logic (S-D logic). S-D logic especially emphasizes the role of customers; that is, each customer is recognized as an active co-creator of knowledge and service value. Most studies on the value co-creation process have concentrated on the interaction between customers and providers. I...

Purpose of the paper and literature addressed: Collaborative processes play an important role in the business marketing literature, as close interaction between buyers and sellers is a key to understanding inter-organizational exchanges. The recently emerged Service-Dominant logic also emphasises the importance of interaction and relationships in all exchange. Compared with the IMP discourse, t...

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims t...

Purpose While service-dominant logic proposes that all “Goods are a distribution mechanism for service provision” (FP3), there is a need to understand when and why a firm would utilise direct or indirect (goods) service provision, and the interactions between them, to co-create value with the customer. Methodology/ Approach Three longitudinal case studies in B2B equipment-based ‘complex service...