The authors examine the implications of electronic shopping for consumers, retailers, and manufacturers. They assume that near-term technological developments will offer consumers unparalleled opportunities to locate and compare product offerings. They examine these advantages as a function of typical consumer goals and the types of products and services being sought and offer conclusions regarding consumer incentives and disincentives to purchase through interactive home shopping vis-à-vis traditional retail formats. The authors discuss implications for industry structure as they pertain to competition among retailers, competition among manufacturers, and retailer-manufacturer relationships.

Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in

Reflexive methodology - new vistas for qualitative research: Media Reviews

Purpose – The purpose of this paper is to summarize and classify extant research and to better understand the past, present, and future state of the theory of value co-creation. Its main objectives are: to identify the different theoretical perspectives and research streams that characterize and define the co-creation literature, and to highlight the connections between them; to look for emerging trends and gaps in the literature by comparing the most recent papers with those representing the field's core. Design/methodology/approach – The paper relies on bibliometric data: co-citation techniques were employed to select, analyze, and interpret citation patterns within the co-creation literature. Findings – The paper identified two main clusters, as well as specific research streams and common themes, representing scholarly journals’ publications on co-creation over the past years. These research streams and themes apply three different theoretical perspectives: service science, innovation and technology m...

Theory of value co-creation: a systematic literature review

Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services

Customer relationship management (CRM) systems track and measure marketing campaigns over different networks. There are literally many studies associated with the implementation of CRM in different industries. This paper presents an empirical investigation to determine effective factors influencing on the success of CRM implementation. The study designs a questionnaire in Likert scale on measuring various factors and distributes it among selected employees who work for the biggest software maker firm in city of Tehran, Iran. Using principal component analysis, the study has detected five factors influencing on the succes of CRM including customer relationship technologies, customer oriented, enterprise development strategies, customer services and business plan.

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The customer relationship management process: its measurement and impact on performance

Purpose – Existing research suggests a multitude of approaches to value co‐creation that bring with them a range of different ideas on what constitutes the concept. The purpose of this paper is to identify the sources of the differing approaches, and so reduce the complexity of the concept and develop a business‐oriented analytical framework for assessing the opportunities presented by value co‐creation.Design/methodology/approach – Through exploration of the different theoretical approaches to value co‐creation the sources of friction are identified. Addressing the conceptual complexity provides a sound basis for the development of a business‐oriented analytical framework.Findings – The multifaceted nature of value co‐creation arises owing to the differing approaches to what determines the value, the co‐, and the creation elements of the concept. The study concludes that both scholars and practitioners should focus more on identifying and understanding what kind of value is co‐created for whom, using wha...

Value co‐creation: theoretical approaches and practical implications

How perceived value drives the use of mobile financial services apps

Recent technological and digital developments have opened new avenues for customer data utilization in insurance services. One form of this data transformation is automated chatbots that provide convenient access to data leveraged through a discussion-like interface. The purpose of this paper is to uncover how insurance chatbots support customers’ value creation.,Three complementary theoretical perspectives – artificial intelligence, service logic, and reverse use of customer data – are briefly discussed and integrated into a conceptual framework. The suggested framework is further shown through illustrative case examples that characterize different ways of supporting customers’ value creation.,Chatbots represent a new type of interaction through which companies can influence customers’ value creation by providing them with additional resources. Based on the proposed conceptual framework and the illustrative case examples, four metaphors are identified that characterize how insurance chatbots can support customers’ value creation.,The study is conceptual in nature, and the case examples are used for illustrative purposes. No representative data from those users who will eventually determine whether chatbots are of value was used.,Using the suggested framework, which is aligned with provider service logic, insurance companies can consider what kind of a role they wish to play in customers’ value-creating processes.,Automated chatbots provide convenient access to data leveraged through a discussion-like interface. This study is among the earliest to address their value-creating potential in insurance.

Using artificial intelligence to create value in insurance

Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail

Facilitated by a wide array of technological advancements, interaction between customers and companies is taking new forms and shapes that go beyond traditional exchange. Companies are no longer perceived as sole goods providers, nor customers regarded merely as sources of money. Thus, both companies and customers are initiating new ways to support each others' value creation, that is, new value co-creation mechanisms are developed. This evolution has provided companies with a strategic impetus to reconsider their customers' roles in current business practices – a central characteristic of the contemporary discussion on value co-creation. However, not all companies necessarily benefit from value co-creation, which makes it even more important for them to carefully assess the opportunities that it entails. Thus, the purpose of this paper is to examine the strategic implications of the mechanisms of value co-creation. This is achieved through investigating the possibilities of different value co-creation me...

Hannu Saarijärvi

Papers

Value co‐creation: theoretical approaches and practical implications

How perceived value drives the use of mobile financial services apps

Using artificial intelligence to create value in insurance

Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail

The mechanisms of value co-creation