Service co-creation and value realisation

Journal of Marketing Management

Volumn 28, Issue 13-14, 2012, Pages 1504-1519

  Hilton, Toni ^a   Hughes, Tim ^b   Chalcraft, David ^c  

^a REGENT'S UNIVERSITY LONDON   (United Kingdom)

^b UNIVERSITY OF THE WEST OF ENGLAND   (United Kingdom)

^c UNIVERSITY OF WESTMINSTER   (United Kingdom)

Author keywords

resource integration; service co creation; Service Dominant Logic; value potential; value proposition; value realisation

Indexed keywords

EID: 84870858371     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.2012.736874     Document Type: Article

References (61)

1. Arnould, E. J., Price, L. L. and Malshe, A. 2006. "Toward a cultural resource-based theory of the customer". In The Service-Dominant Logic of marketing: Dialog, debate and directions, Edited by: Lusch, R. F. and Vargo, S. L. 320-333. Armonk, NY: M.E. Sharpe.
2. Ballantyne, D., Frow, P., Varey, R. J. and Payne, A. 2011. Value propositions as communications practice: Taking a wider view. Industrial Marketing Management, 40(2): 202-210. doi:10.1016/j.indmarman.2010.06.032
3. Ballantyne, D. and Varey, R. 2006. Creating value-in-use through marketing interaction: The exchange logic of relating communicating and knowing. Marketing Theory, 6(3): 335-348. doi:10.1177/1470593106066795
4. Ballantyne, D., Williams, J. and Aitken, R. 2011. Introduction to Service-Dominant Logic: From propositions to practice. Industrial Marketing Management, 40(2): 179-180. doi:10.1016/j.indmarman.2010.06.025
5. Barney, J. B. 1991. Firm resources and sustained competitive advantage. Journal of Management, 17: 99-120. doi:10.1177/014920639101700108
6. Bendapudi, N. and Leone, R. P. 2003. Psychological implications of customer participation in co-production. Journal of Marketing, 67(1): 14-28. doi:10.1509/jmkg.67.1.14.18592
7. Bitner, M. J., Faranda, W. T., Hubbert, A. R. and Zeithaml, V. A. 1997. Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3): 193-205. doi:10.1108/09564239710185398
8. Bowen, D. E. 1986. Managing customers as human resources in service organisations. Human Resource Management, 25(3): 371-383. doi:10.1002/hrm.3930250304
9. Caru, A. and Cova, B. 2007. "Consuming experiences: An introduction". In Consuming experience, Edited by: Caru, A. and Cova, B. 3-16. Abingdon: Routledge.
10. Dong, B., Evans, K. and Zou, S. 2008. The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36: 123-137. doi:10.1007/s11747-007-0059-8
11. Etgar, M. 2008. A descriptive model of the consumer co-production process. Journal of Marketing Science, 36(1): 97-108. doi:10.1007/s11747-007-0061-1
12. Firat, A. and Venkatesh, A. 1993. 'Postmodernity' in the age of marketing. International Journal of Research in Marketing, 10(1): 227-249. doi:10.1016/0167-8116(93)90009-N
13. Fisher, D. and Smith, S. 2011. Co-creation is chaotic: What is means for marketing when no one has control. Marketing Theory, 11(3): 325-350. doi:10.1177/1470593111408179
14. Ford, D. 2011. IMP and Service-Dominant Logic: Divergence, convergence and development. Industrial Marketing Management, 40(2): 231-239. doi:10.1016/j.indmarman.2010.06.035
15. Frow, P. and Payne, A. 2011. A stakeholder perspective of the value proposition concept. European Journal of Marketing, 45(1/2): 223-240. doi:10.1108/03090561111095676
16. Godfrey, P. and Hill, C. 1995. The problem of unobservables in strategic management research. Strategic Management Journal, 16: 519-533. doi:10.1002/smj.4250160703
17. Grönroos, C. 2006. "What can a service logic offer marketing theory?". In The Service-Dominant Logic of marketing: Dialog, debate, and directions, Edited by: Lusch, R. F. and Vargo, S. L. 354-364. Armonk, NY: M.E. Sharpe.
18. Grönroos, C. 2011a. A service perspective on business relationships. Industrial Marketing Management, 40(2): 240-247. doi:10.1016/j.indmarman.2010.06.036
19. Grönroos, C. 2011b. Value co-creation in service logic: A critical analysis. Marketing Theory, 11(3): 279-301. doi:10.1177/1470593111408177
20. Guba, E. G. and Lincoln, Y. S. 1994. "Competing paradigms in qualitative research". In Handbook of qualitative research, Edited by: Denzin, N. K. and Lincoln, Y. S. 105-117. Thousand Oaks, CA: Sage.
21. Gummesson, E. 2006. "Many-to-many marketing as grand theory". In The service-dominant logic of marketing: Dialog, debate, and directions, Edited by: Lusch, R. F. and Vargo, S. L. 339-353. Armonk, NY: ME Sharpe.
22. Hakansson, H. and Ford, D. 2002. How should companies interact in business networks?. Journal of Business Research, 55(2): 133-139. doi:10.1016/S0148-2963(00)00148-X
23. Healy, M. and Perry, C. 2000. Comprehensive criteria to judge validity and reliability of qualitative research within the realism paradigm. Qualitative Market Research: An International Journal, 3(3): 118-126. doi:10.1108/13522750010333861
24. Holbrook, M. B. 1999. "Introduction to consumer value". In Consumer value: A framework for analysis and research, Edited by: Holbrook, M. B. 1-28. London: Routledge.
25. Holbrook, M. B. 2005. Customer value and autoethnography: Subjective personal introspection and the meanings of a photograph collection. Journal of Business Research, 58: 45-61. doi:10.1016/S0148-2963(03)00079-1
26. Holbrook, M. B. and Corfman, K. 1985. "Quality and value in the consumption experience: Phaldrus rides again". In Perceived quality, Edited by: Jacoby, J. and Olsen, J. C. 31-57. Lexington, MA: Lexington Books.
27. Johnston, R. and Jones, P. 2003. Service productivity: Towards understanding the relationship between operational and customer productivity. International Journal of Productivity and Performance Management, 53(3): 201-213. doi:10.1108/17410400410523756
28. Kelley, S. W., Donnelly, J. H. Jr. and Skinner, S. J. 1990. Customer participation in service production and delivery. Journal of Retailing, 66(3): 315-335.
29. King, C. and Grace, D. 2008. Internal branding: Exploring the employees' perspective. Brand Management, 15(5): 358-372. doi:10.1057/palgrave.bm.2550136
30. Kleineltankamp, K., Brodie, R., Frow, P., Hughes, T., Peters, L. and Woratschek, H. 2012. Resource integration. Marketing Theory, 12(2): 201-205. doi:10.1177/1470593111429512
31. Layton, R. A. 2008. The search for a dominant logic: A macromarketing perspective. Journal of Macromarketing, 28(3): 215-227.
32. Lusch, R. F., Vargo, S. L. and Wessels, G. 2008. Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal, 47(1): 5-14. doi:10.1147/sj.471.0005
33. Lusch, R.F. and Vargo, S.L. 2006. Service-dominant logic: reactions, reflections and refinements. Marketing Theory, 6(3): 281-288.
34. Magee, B. 1985. Popper, London: Fontana.
35. Mattila, A., Cho, W. and Ro, H. 2011. The role of self-service technologies in restoring justice. Journal of Business Research, 64(4): 348-355. doi:10.1016/j.jbusres.2010.02.014
36. Mills, P. K. and Morris, J. H. 1986. Clients as 'partial' employees of service organisations: Role development in client participation. Academy of Management Review, 11: 726-735. doi:10.5465/AMR.1986.4283916
37. Normann, R. 2001. Reframing business: When the map changes the landscape, Chichester: Wiley.
38. Payne, A., Storbacka, K. and Frow, P. 2008. Managing the co-creation of value. Journal of the Academy of Marketing Science, 36: 83-96. doi:10.1007/s11747-007-0070-0
39. Peteraff, M. 1993. The cornerstones of competitive advantage: A resource-based view. Strategic Management Journal, 14: 179-191. doi:10.1002/smj.4250140303
40. Prahalad, C. K. and Hamel, G. 1990. The core competence of the corporation. Harvard Business Review, 63(3): 79-91.
41. Prahalad, C. K. and Ramaswamy, V. 2000. Co-opting customer competence. Harvard Business Review, 78: 79-90.
42. Prahalad, C. K. and Ramaswamy, V. 2004a. Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3): 5-10. doi:10.1002/dir.20015
43. Prahalad, C. K. and Ramaswamy, V. 2004b. The future of competition: Creating unique value with customers, Boston, MA: Harvard Business School Press.
44. Priem, R. L. and Butler, J. E. 2001. Is the resource-based 'view' a useful perspective for strategic management research. Academy of Management Review, 26(1): 22-40. doi:10.5465/AMR.2001.4011928
45. Ramaswamy, V. 2011. It's about human experiences and beyond, to co-creation. Industrial Marketing Management, 40(2): 195-196. doi:10.1016/j.indmarman.2010.06.030
46. Rodie, A. and Kleine, S. 2000. "Consumer participation in services production and delivery". In Handbook of services marketing and management, Edited by: Swartz, T. and Iacobucci, D. 111-125. Thousand Oaks, CA: Sage.
47. Sammarra, A. and Biggiero, L. 2008. Heterogeneity and specificity of inter-firm knowledge flows in innovation networks. Journal of Management Studies, 45: 785-814. doi:10.1111/j.1467-6486.2008.00770.x
48. Sanchez-Fernandez, R. and Iniesta-Bonillo, M. 2007. The concept of perceived value: a systematic review of the research. Marketing Theory, 7(4): 427-451. doi:10.1177/1470593107083165
49. Sanchez-Fernandez, R., Iniesta-Bonillo, M. and Holbrook, M. 2009. The conceptualization and measurement of value in consumer services. International Journal of Market Research, 51(1): 93-113. doi:10.2501/S1470785308200328
50. Sawhney, M. and Prandelli, E. 2000. Communities of creation: Managing distributed innovation in turbulent markets. California Management Review, 42(4): 24-54. doi:10.2307/41166052
51. Storbacka, K. and Nenonen, S. 2011. Markets as configurations. European Journal of Marketing, 45(1): 241-258. doi:10.1108/03090561111095685
52. Tapscott, D. and Williams, A. 2006. Wikinomics: How mass collaboration changes everything, London: Portfolio.
53. Tsoukas, H. 2005. Complex knowledge: Studies in organisational epistemology, Oxford: Oxford University Press.
54. Van de Ven, A. 2007. Engaged scholarship: A guide for organisational and social research, Oxford: Oxford University Press.
55. Vargo, S. L. and Lusch, R. F. 2004. Evolving to a new dominant logic for marketing. The Journal of Marketing, 68(1): 1-17. doi:10.1509/jmkg.68.1.1.24036
56. Vargo, S. L. and Lusch, R. F. 2008a. Service-Dominant Logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36: 1-10. doi:10.1007/s11747-007-0069-6
57. Vargo, S. L. and Lusch, R. F. 2008b. From goods to service(s): Divergences and convergencies of logics. Industrial Marketing Management, 37: 254-259. doi:10.1016/j.indmarman.2007.07.004
58. Vargo, S. L. and Lusch, R. F. 2008c. Why 'service. Journal of the Academy of Marketing Science, 36: 25-38. doi:10.1007/s11747-0070068-7
59. Vargo, S. L. and Lusch, R. F. 2011. It's all B2B and beyond: Toward a systems perspective of the market. Industrial Marketing Management, 40(2): 181-187. doi:10.1016/j.indmarman.2010.06.026
60. Wernerfelt, B. 1984. A resource-based view of the firm. Strategic Management Journal, 5: 171-180. doi:10.1002/smj.4250050207
61. Wilkinson, I. and Young, L. 2002. On cooperating firms, relations and networks. Journal of Business Research, 55(2): 123-132. doi:10.1016/S0148-2963(00)00147-8