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.

• 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• Peer Reviewed: Not Peer Reviewed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