| 1. |
- Echeverri, Per, 1958-, et al.
(författare)
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Embodied Value Co-Creation : A Turn-taking Perspective on Service Encounter Interactions
- 2017
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Ingår i: Journal of Creating Value. - : SAGE Publications. - 2394-9643 .- 2454-213X. ; 3:1, s. 1-17
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Tidskriftsartikel (refereegranskat)abstract
- This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value, that is, the specific reciprocal and embodied actions in service encounters.For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and that uncover how the interactants reciprocally use multiple modes in the production of social outcomes.Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.
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| 2. |
- Echeverri, Per, 1958-
(författare)
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Not so ‘Eco’ Service Ecosystems : Value Co-destruction Practices Affecting Vulnerable Patients in Special Transport
- 2021
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Ingår i: Journal of Creating Value. - : Sage Publications. - 2394-9643 .- 2454-213X. ; 7:1, s. 103-116
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Tidskriftsartikel (refereegranskat)abstract
- This study elaborates on the notion of value co-destruction when applied to complex service ecosystems of interconnected transport and healthcare services. By using a practice-theory perspective in a rich multiple-participant interview and observation study, the article shows that value creation is difficult to achieve, and that vulnerable travellers and patients can experience several problematic situations. It is argued that many crucial situations are linked to ecosystem gaps, in relation to typical practices such as booking, waiting, pick up and drop off, travelling and connecting. This article contributes by uncovering and explaining relatively non-harmonious aspects of service ecosystems, typically not imagined in contemporary value-creating service ecosystem research.
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| 3. |
- Hallberg, Niklas Lars
(författare)
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What is value and how is it managed?
- 2017
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Ingår i: Journal of Creating Value. - : SAGE Publications. - 2394-9643 .- 2454-213X. ; 3:2, s. 173-183
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Tidskriftsartikel (refereegranskat)abstract
- The meaning of the notion of value, as well as associated concepts such as value creation and value appropriation, has been subject to much confusion in marketing and management.This article builds on a rich tradition in economics to untangle some of the ambiguities surrounding these concepts. First, it is argued that a rigorous approach to analyzing value must be based on a subjectivist notion of value related to the perceived needs and preferences of consumers. Second, it is suggested that the value-price-cost (VPC) framework in economics may constitute an effective, yet simple, model for understanding how value is created and appropriated by different actors.Third, it is argued that multilevel issues related to buyer-supplier relationships, stakeholder management and the formation of firms should be addressed using a symmetrical model that allows for freeform bargaining between the involved actors.The article closes with implications for specific debates in management.
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| 4. |
- Hollebeek, Linda D., et al.
(författare)
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Customer journey value : a conceptual framework
- 2023
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Ingår i: Journal of Creating Value. - : Sage Publications. - 2394-9643 .- 2454-213X. ; 9:1, s. 8-26
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Tidskriftsartikel (refereegranskat)abstract
- Though firms are making substantial investments in the customer journey (CJ), the return on these investments remains tenuous, yielding a critical need for enhanced CJ-related accountability. Addressing this gap, we develop the concept of ‘customer journey value’ (CJV), defined as the perceived value of a customer’s journey to the customer and the firm, which facilitates the development of accountability in this regard. We also develop a social exchange theory-informed framework of CJV, which proposes customer- and firm-based customer engagement value (CEV) as core CJV antecedents. In turn, CJV is predicted to yield the customer-based consequences of attitudinal and behavioural brand loyalty and the firm-based consequences of enhanced customer lifetime value, as formalized in a set of propositions based on the framework. We conclude by outlining pertinent implications that arise from our analyses.
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| 5. |
- Rodrigues, Clarinda, et al.
(författare)
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How the Creative Class Co-creates a City’s Brand Identity : A Qualitative Study
- 2021
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Ingår i: Journal of Creating Value. - : Sage Publications. - 2394-9643 .- 2454-213X. ; 7:1, s. 19-43
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: Place branding is a discipline with high relevance for a city's policymakers and for hospitality and tourism management, and this is even more true in the context of creative cities. This article explores how the creative class contributes to a city’s brand identity and, by doing so, delivers valuable advice for marketing representatives of creative cities.Design/methodology/approach: Our study builds on a qualitative study, interviewing 18 members of the creative class in 3 diverse European cities. Our methodology was based on grounded theory: We simultaneously collected and analysed data and created analytic codes and categories.Findings: This article suggests that the creative class is an important enactment stakeholder in the identity formation process of a place, as well as destination marketing organizations (DMOs) and other stakeholders. Additionally, it is demonstrated that the creative class co-creates a city’s brand identity by bringing new rhythms and forms of expression to the cityscape.Originality: This article contributes to the fast-growing place brand identity literature by exploring the role of the creative class in the context of cities. It also intends to provide a better understanding of how the creative class co-creates and contributes to their city’s brand identity. Since similar studies do not exist, our article fills an important research gap.Research limitations/implications: Our study shares the limitations of qualitative studies, but the resulting conceptual model of brand management in the context of a creative city offers a springboard for future research in this regard.Practical implications: City representatives and tourist managers need to understand what is the value-in-use generated by the creative class in the brand identity process and must be aware that the creative class plays a key role in delivering the brand message.
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