Determinants of services co-creation with business customers

• PurposeThis paper aims to identify and analyze factors that determine firms’ commitment to co-create new services with business customers.Design/methodology/approachA quantitative study based on a scenario method, involving an online survey of French service companies, reveals the determinants of commitment to service co-creation.FindingsCustomer benefits and organizational sacrifices, as well as firm-related factors (specialization, partners’ involvement and innovativeness) correlate with firms’ commitment to co-create new services. The proposed, empirically grounded model details factors that determine firms’ commitment to co-create new services with business customers, including innovative culture as a key determinant.Practical implicationsThe identified factors that affect firms’ commitment to co-create services can guide managers’ efforts to improve customer relationships and thus their service innovation processes.Originality/valueThis study identifies and analyzes characteristics of committed firms, as well as the benefits and sacrifices they face in co-creating new services, in a novel way. Thus, it helps define the fit between a service offering and business customers’ participation in new service development contexts.

Subject headings

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Keyword

Innovation

Business-to-business services

Commitment

Service co-creation

Företagsekonomi

Business Administration

Publication and Content Type

ref (subject category)

art (subject category)