Recent advances of virtual networking technologies are gradually forcing companies to focus their knowledge management efforts to external knowledge resources, in order to complement their existing knowledge bases, find expertise, but also harness collective intelligence that is dynamically produced in the virtual environment. Access, exchange and co-creation of customer knowledge is of central...

Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...

Value co-creation has emerged as a new innovation paradigm emphasizing that customers and end users should be considered as active participants in the design and development of personalized products, services, and experiences. 1 It is based on the design and implementation of customer participation platforms, providing firms with the technological and human resources, tools, and mechanisms to b...

There are four trends reshaping the world of business-technological advances and the speed with which new technologies are created and copied, the loss of geographic advantage resulting from globalization, the shake-up of traditionally stable industries as a result of deregulation and the rising power of the consumer and their ability to get what they want, when they want it, from whomever they...

Co-production, which is the generation of value through the direct involvement of customers in the creation of a service context and in the design, delivery, and marketing of goods and services that they themselves consume, implies customer-firm collaboration. The nature of this collaboration, however, is highly dependent on the organization’s service design, which increasingly includes Interne...

Albeit customer-to-customer interaction (CCI) is something inevitable in a socially dense interaction-rich service setup, there has not been any review this area of literature. However, considerable amount extant research highlighted the importance inter-customer encounters during encounter. Customer-to-customer value co-creation collective consumption gaining relevance field contemporary servi...