Critical service logic: making sense of value creation and co-creation
Citations
2,225 citations
Cites background from "Critical service logic: making sens..."
...As a positive concept, value cocreation has been criticized by some scholars (e.g., Gronroos and Voima 2013) on the grounds that we misstate its extent—that is, they argue that value is only cocreated in select instances, those in which there is direct, personal interaction between the provider and…...
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...…2008)—what we call Bco- production^ (Vargo 2008)—or in the restricted meaning of direct, dyadic, one-on-one (i.e., business–customer) interaction (e.g., Gronroos and Voima 2013), but in the sense that it accommodates, if not necessitates, recognition of the full range of the cumulatively…...
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1,863 citations
1,072 citations
876 citations
828 citations
Cites methods from "Critical service logic: making sens..."
...For example Wilkie & Moore (2006) described S-D logic as managerially focused whereas others (e.g.,Gronroos & Voima, 2013) have described it as purely macro-level focused, and thus not applicable to micro-level (managerial) phenomena....
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References
16,935 citations
"Critical service logic: making sens..." refers background or methods in this paper
...Following the meaning of the value-in-use notion, we adopt a phenomenological perspective and state that value creation is the customer’s creation of value-in-use during usage, where value is socially constructed through experiences (Berger and Luckmann 1966; Edvardsson et al. 2011; Ramaswamy 2011; Thompson et al. 1989)....
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...…the value-in-use notion, we adopt a phenomenological perspective and state that value creation is the customer’s creation of value-in-use during usage, where value is socially constructed through experiences (Berger and Luckmann 1966; Edvardsson et al. 2011; Ramaswamy 2011; Thompson et al. 1989)....
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16,185 citations
"Critical service logic: making sens..." refers background in this paper
...Just as service quality accumulates throughout the usage process (Grönroos 1984; Parasuraman et al. 1985), the experience of value and the value creation process accumulates as a dynamic process with both creative and destructive phases....
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13,713 citations
"Critical service logic: making sens..." refers methods in this paper
...…et al. 2009; Woodall 2003), which generally conceptualize it on an individual level (Holbrook 1994, 1999), assess the trade-off between benefits and sacrifices (Day 1990; Woodruff and Gardial 1996; Zeithaml 1988), or use means-ends models (Gutman 1982; Howard 1977; Woodruff 1997; Zeithaml 1988)....
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12,760 citations
"Critical service logic: making sens..." refers background in this paper
...However, lately the importance of the customer sphere has been better recognized (Epp and Price 2011; Grönroos 2008; Heinonen et al. 2010; Voima et al. 2010; Vargo and Lusch 2004, 2008; cf. Holbrook 1994; Vandermerwe 1996; Woodruff and Gardial 1996)....
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...…2004; Zeithaml 1990; for a discussion of the co-creation phenomenon, see Cova et al. 2011), where the role of the customer evolved from selfservice, through firm-scripted staging of customer experiences, to co-designing and finally co-production of service (Prahalad 2004; Vargo and Lusch 2004)....
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...…contributions Role The customer is the value creator/ constructor Customer’s experience of value-in-use Customer’s role in value creation, customer dominance: Grönroos 2008; Grönroos and Ravald 2011; Voima et al. 2010, 2011a, b; Strandvik et al. 2012; Vargo and Lusch 2004, 2008 (value-in-use)...
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...This provider emphasis first emerged in customer engagement literature (e.g., Berry and Parasuraman 1991; Heskett et al. 2002; Peppers and Rogers 1993; Pine and Gilmore 1999; Prahalad 2004; Rust et al. 1996; Vargo and Lusch 2004; Zeithaml 1990; for a discussion of the co-creation phenomenon, see Cova et al. 2011), where the role of the customer evolved from selfservice, through firm-scripted staging of customer experiences, to co-designing and finally co-production of service (Prahalad 2004; Vargo and Lusch 2004)....
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...2011), where the role of the customer evolved from selfservice, through firm-scripted staging of customer experiences, to co-designing and finally co-production of service (Prahalad 2004; Vargo and Lusch 2004)....
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8,129 citations
"Critical service logic: making sens..." refers background in this paper
...Logically, the value-in-use concept also implies that value is created by the user during the process of using resources/processes/outcomes, as demonstrated by Becker (1965) with his theory of the household as a utilityproducing unit....
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...Value-in-use is grounded in the view of value as a utility, which emerges for the user during a consumption process (see Becker 1965)....
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