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Not always co-creation: introducing interactional co-destruction of value in service-dominant logic
Loïc Plé,Ruben Chumpitaz +1 more
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This study is apparently the first to have introduced the notion of value co‐destruction into the conceptual framework of S‐D logic, showing that value can be co‐destroyed through the interactions between different systems, resulting in value destruction‐through‐misuse.Abstract:
– Noting that a fundamental tenet of service‐dominant (S‐D) logic is the co‐creation of value‐in‐use, this paper aims to explore the theoretical possibility that the interactions between service systems cannot only co‐create value, but also have adverse consequences leading to actual value co‐destruction., – This conceptual paper critically reviews the dominance of value co‐creation and value‐in‐use in S‐D logic. Noting the relative lack of research in the converse possibility, the study proposes and explores the implications of value co‐destruction as a new concept which should be introduced within the framework of S‐D logic., – The study proposes a formal definition for the new proposed concept of value co‐destruction. It describes in detail the process by which it occurs, showing that value can be co‐destroyed through the interactions between different systems, resulting in value destruction‐through‐misuse. Indeed, value co‐destruction occurs when a service system accidentally or intentionally misuses resources (its own resources and/or those of another service system) by acting in an inappropriate or unexpected manner., – This paper is purely conceptual and exploratory. Empirical examination of the theoretical findings regarding value‐co‐destruction is required. Possible avenues of interest for such empirical research of value co‐destruction are suggested., – Limiting the occurrence of misuse by aligning the mutual expectations of interacting service systems should reduce the risks of value co‐destruction. Recovering from misuse should also be considered., – This study is apparently the first to have introduced the notion of value co‐destruction into the conceptual framework of S‐D logic.read more
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Journal ArticleDOI
Lost in the shadows: reflections on the dark side of co-production.
Oli Williams,Sophie Sarre,Stan Constantina Papoulias,Sarah Knowles,Glenn Robert,Peter Beresford,Diana Rose,Sarah Carr,Meerat Kaur,Victoria J Palmer,Victoria J Palmer +10 more
TL;DR: Oliver et al. stray too close to ‘the problem’ of ‘co-production’ seeing only the dark side rather than what is casting the shadows and are warned against such a restricted view.
Journal ArticleDOI
Studying customers’ resource integration by service employees in interactional value co-creation
TL;DR: In this paper, the authors explore how service employees engaged in co-creation processes with customers integrate the latter's resources and reveal that service employees may not only integrate these customers' resources but also either misintegrate or not integrate them.
Journal ArticleDOI
Complaining practices on social media in tourism: A value co-creation and co-destruction perspective
TL;DR: In this paper, tourist complaining on social media is considered as an interactive process of value formation and the importance of adequate organizational responses in order to foster value co-creation or avoid co-destruction.
Journal ArticleDOI
Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions
Prakash K. Chathoth,Gerardo Rivera Ungson,Levent Altinay,Eric S.W. Chan,Robert J. Harrington,Fevzi Okumus +5 more
TL;DR: In this paper, consumer engagement was examined from a service-dominant logic perspective in tourism service interactions, and extensive field interviews and focus groups in the context of three upscale hotels in Hong Kong identified numerous barriers towards successfully engaging consumers, extending from consumer, technological, and strategic cases to organisational cases.
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From connoisseur luxury to mass luxury: value co-creation and co-destruction in the online environment
Sara Quach,Park Thaichon +1 more
TL;DR: In this article, the authors examined the processes of value co-creation and co-destruction between luxury brands and consumers from the consumer perspective using the social resource theory, and adopted a qualitative, inductive approach using a sample of 24 in-depth interviews with luxury customers, both local residents and tourists.
References
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Journal ArticleDOI
Evolving to a New Dominant Logic for Marketing
Stephen L. Vargo,Robert F. Lusch +1 more
TL;DR: The authors argue that service provision rather than goods is fundamental to economic exchange and argue that the new perspectives are converging to form a new dominant logic for marketing, one in which service provision is fundamental for economic exchange.
Journal ArticleDOI
Service-dominant logic: continuing the evolution
Stephen L. Vargo,Robert F. Lusch +1 more
TL;DR: This article highlights and clarifies the salient issues associated with S-D logic and updates the original foundational premises (FPs) and adds an FP.
Journal ArticleDOI
Managing the co-creation of value
TL;DR: In this paper, the authors explore the nature of value co-creation in the context of service-dominant (S-D) logic and develop a conceptual framework for understanding and managing value cocreation.
Journal ArticleDOI
On value and value co-creation: A service systems and service logic perspective
TL;DR: The authors argue that value is fundamentally derived and determined in use -the integration and application of resources in a specific context, rather than in exchange, embedded in firm output and captured by price.
Book
Open Business Models: How to Thrive in the New Innovation Landscape
TL;DR: Chesbrough's Open Business Models as mentioned in this paper provides a diagnostic instrument to assess a company's current business model, and explains how to overcome common barriers to creating a more open model.
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