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- Durrande-Moreau, Agnés, et al.
(författare)
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What drives customer value in composed service systems? The case of mountain resorts
- 2012
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Ingår i: Marketing, Strategy, Economics, Operations and Human Resources.
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Konferensbidrag (refereegranskat)abstract
- This paper focuses on composed service systems (CSS), when a macro-entity - such as resorts, malls or universities - offers a range of services provided by several businesses. The aim is to understand how customers create value and combine their own resources with the resources offered by providers. A qualitative study was conducted in the context of mountain resorts during the summer season, tourists were interviewed during their stay. The analysis identifies three main categories of value drivers: activities, interactions and others. The analysis also reveals that tourists appreciate business-organised activities (restaurant, sport club…) as well as self-organised activities (picnic, hiking …). They combine their own resources with the ones of the various providers and of the resort (nature, walking paths …). The paper contributes to a new empirically based conceptualisation of customers’ resource integration and value co-creation. We emphasize value drivers in the continuum provider-defined/customer-defined value co-creation processes and what this requires in terms of design of a supporting CSS. The conclusion argues that the findings can apply to any CSS and pave the way for service innovation.
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- Edvardsson, Bo, 1952-, et al.
(författare)
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Customer integration within service development : A review of methods and an analysis of insitu and exsitu contributions
- 2012
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Ingår i: Technovation. - : Elsevier BV. - 0166-4972 .- 1879-2383. ; 32:7-8, s. 419-429
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Tidskriftsartikel (refereegranskat)abstract
- This article aims to contribute to a better understanding of how to integrate customerswithinservicedevelopment by assessing different methods of obtaining use information. The article reviews and classifies methods for customerintegration and it also presents a new framework that suggests four modes of customerintegration in which data is classified either as insitu (data captured in a customer's use situation) or exsitu (data captured outside the use situation) and as either incontext or excontext. Context is defined as a resource constellation that is available for customers to enable value co-creation. Accordingly, incontext refers to methods in which the customer is in the actual use context and has access to various resources, while excontext refers to a situation in which the customer is outside the use context and, therefore, has no direct access to the resources.
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| 10. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Service Systems as a Foundation for Resource Integration and Value Co-creation
- 2012
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Ingår i: Toward a Better Understanding of the Role of Value in Markets and Marketing. - : Emerald Group Publishing Limited. - 9781780529127 ; , s. 79-126
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Bokkapitel (refereegranskat)abstract
- Purpose - The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach. Methodology/approach - Conceptual and a case study of the service system a Telecom Equipment and Service Provider is embedded in is reported. Findings - The service practice of the service system is framed by social structures of signification, legitimation, and domination. However, the practice is also independent of the structures since it is embedded in and shapes the structural realm. Research implications and limitations - Drawing on structuration and practice theory, the chapter offers a new framework describing how social and service structures and practices can inform and reveal mechanisms of service system dynamics. Based on the framework, three propositions are developed focusing on the mechanisms of resource integration and value co-creation. The implications need to be generalized in future research by studying other empirical contexts. Practical implications - The chapter provides some tentative guidelines on how organizations can design service systems that enable and support customers and other actors in their resource integration and value co-creation processes by paying attention to social structures and forces and not only resources as such. Originality - The chapter explicates how social structures have implications for value co-creation and resource integration in service system. It makes systematic use of structuration and practice theory to understand the social dimensions of service systems. A distinction between intended and realized resource integration is made.
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