Toni Hilton
Service co-creation and value realisation
Hilton, Toni; Hughes, Tim; Chalcraft, David
Abstract
The notion of value co-creation is central to the discourse of Service-Dominant Logic (S-D logic) yet there remains little agreement among academics seeking to explain or research the value co-creation process. We distinguish service co-creation from the S-D logic notion of value co-creation, and conceptualise service co-creation as a process comprising value potential, resource integration, and resource modification. Value, being a personal evaluative judgement, cannot be co-created; rather it is realised by actors as an outcome of service co-creation. We define service co-creation as planned resource integration behaviours by actors intended to realise a value proposition. We provide guidance to assist practitioners seeking to enhance the value their customers might realise. © 2012 Copyright 2012 Westburn Publishers Ltd.
Citation
Hilton, T., Hughes, T., & Chalcraft, D. (2012). Service co-creation and value realisation. Journal of Marketing Management, 28(13-14), 1504-1519. https://doi.org/10.1080/0267257X.2012.736874
Journal Article Type | Article |
---|---|
Publication Date | Dec 1, 2012 |
Journal | Journal of Marketing Management |
Print ISSN | 0267-257X |
Electronic ISSN | 1472-1376 |
Publisher | Taylor & Francis (Routledge) |
Peer Reviewed | Not Peer Reviewed |
Volume | 28 |
Issue | 13-14 |
Pages | 1504-1519 |
DOI | https://doi.org/10.1080/0267257X.2012.736874 |
Public URL | https://uwe-repository.worktribe.com/output/953503 |
Publisher URL | http://dx.doi.org/10.1080/0267257X.2012.736874 |
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