The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective

Journal of Service Research

Volumn 17, Issue 3, 2014, Pages 247-261

  Jaakkola, Elina ^a   Alexander, Matthew ^b  

^a UNIVERSITY OF TURKU   (Finland)

^b UNIVERSITY OF STRATHCLYDE   (United Kingdom)

Author keywords

customer communities; customer engagement; resource integration; service system; value co creation

Indexed keywords

EID: 84903397760     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670514529187     Document Type: Article

References (55)

1. Adjei Mavis T.,Noble Stephanie M.,Noble Charles H."The Influence on C2C Communications in Online Brand Communities on Customer Purchase Behavior,".Journal of the Academy of Marketing Science. 2010;38 (5): 634-653.
2. Ahearne M.,Bhattacharya C. B.,Gruen T."Antecedents and Consequences of Customer-company Identification: Expanding the Role of Relationship Marketing,".Journal of Applied Psychology. 2005;90 (3): 574.
3. Arnould Eric J,Price Linda L,Malshe AvinashThe Service-dominant Logic of Marketing: Dialog, Debate and Directions. Lusch Robert F.Vargo Stephen L., ed. 2006:320-333.
4. Auh Seigyoung.,Bell Simon J,McLeod Colin S,Shih Eric."Co-production and Customer Loyalty in Financial Services,".Journal of Retailing. 2007;83 (3): 359-370.
5. Bansal Harvir S.,Voyer Peter A."Word-of-mouth Processes within a Services Purchase Decision Context,".Journal of Service Research. 2000;3 (2): 166-177.
6. Baron Steve,Warnaby Gary."Individual Customer's Use and Integration of Resources: Empirical Findings and Organizational Implications in the Context of Value Co-creation,".Industrial Marketing Management. 2011;40 (2): 211-218.
7. Bendapudi Neeli,Leone Robert P."Psychological Implications of Consumer Involvement in Co-production,".Journal of Marketing. 2003;67 (1): 14-28.
8. Berthon Pierre,Pitt Leyland,Campbell Colin."Ad Lib: When Customers Create the Ad,".California Management Review. 2008;50 (4): 6-30.
9. Bettencourt Lance A."Customer Voluntary Performance: Customers as Partners in Service Delivery,".Journal of Retailing. 1997;73 (3): 383-406.
10. Bitner Mary J."Servicescapes: The Impact of Physical Surroundings on Customers and Employees,".The Journal of Marketing. 1992;56 (2): 57-71.
11. Bolton Ruth N."Comment: Customer Engagement,".Journal of Service Research. 2011;14 (3): 272-274.
12. Brodie Roderick J.,Ilic Ana,Juric Biljana,Hollebeek Linda."Consumer Engagement in a Virtual Brand Community: An Exploratory Analysis,".Journal of Business Research. 2013;66 (1): 105-114.
13. Brodie Roderick J.,Hollebeek Linda D."Response: Advancing and Consolidating Knowledge about Customer Engagement,".Journal of Service Research. 2011;14 (3): 283-284.
14. Brodie Roderick J.,Hollebeek Linda D.,Jurić Biljana,Ilić Ana."Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research,".Journal of Service Research. 2011;14 (3): 252-271.
15. Chan Kimmy W.,Yim Chi Kin,Lam Simon S. K."Is Customer Participation in Value Creation a Double-edged Sword? Evidence from Professional Financial Services across Cultures,".Journal of Marketing. 2010;74 (3): 48-64.
16. Chandler Jennifer D,Vargo Stephen L."Contextualization and Value-in-context: How Context Frames Exchange,".Marketing Theory. 2011;11 (1): 35-49.
17. Chou Hsin-Hui,Zolkiewski Judy."Managing Resource Interaction as a Means to Cope with Technological Change,".Journal of Business Research. 2012;65 (2): 188-195.
18. Creswell John W.Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. London, England: Sage; 2009:.
19. De Bruyn,Arnaud,Lilien Gary L."A Multi-stage Model of Word-of-mouth Influence through Viral Marketing,".International Journal of Research in Marketing. 2008;25 (3): 151-163.
20. Dholakia Uptal M.,Blazevic Vera,Wiertz Caroline,Algesheimer René."Communal Service Delivery: How Customers Benefit From Participation in Firm-hosted Virtual P3 Communities,".Journal of Service Research. 2009;12 (2): 208.
21. Edvardsson Bo,Tronvoll Bård,Gruber Thorsten."Expanding Understanding of Service Exchange and Value Co-creation: A Social Construction Approach,".Journal of the Academy of Marketing Science. 2011;39 (2): 327-339.
22. Eiglier Pierre,Langeard EricServuction, le marketing des services. Paris, France: McGraw-Hill; 1987:.
23. Eisenhardt Kathleen M."Building Theories from Case Study Research,".Academy of Management Review. 1989;14 (4): 532-550.
24. Epp Amber M.,Price Linda L."Designing Solutions around Customer Network Identity Goals,".Journal of Marketing. 2011;75 (2): 36-54.
25. Friedman Monroe."A Positive Approach to Organized Consumer Action: The "Buycott" as an Alternative to the Boycott,".Journal of Consumer Policy. 1996;19 (4): 439-451.
26. Fontana Andrea,Frey James H.Handbook of Qualitative Research. Denzin N.Lincoln Y. S., ed. London, England: Sage; 1994:361-376.
27. Fournier Susan,Avery Jill."The Uninvited Brand,".Business Horizons. 2011;54 (3): 193-207.
28. Füller Johann."Refining Virtual Co-creation from a Consumer Perspective,".California Management Review. 2010;52 (2): 98-122.
29. Gebauer Johannes,Füller Johann,Pezzei Roland."The Dark and the Bright Side of Co-creation: Triggers of Member Behavior in Online Innovation Communities,".Journal of Business Research. 2013;66 (9): 1516-1527.
30. Grönroos Christian,Voima Päivi."Critical Service Logic: Making Sense of Value Creation and Co-creation,".Journal of the Academy of Marketing Science. 2012;41 (2): 133-150.
31. Grönroos Christian,Ravald Annika."Service as Business Logic: Implications for Value Creation and Marketing,".Journal of Service Management. 2011;22 (1): 5-22.
32. Gummesson Evert,Mele Cristina."Marketing as Value Co-creation through Network Interaction and Resource Integration,".Journal of Business Market Management. 2010;4 (4): 181-198.
33. Halinen Aino,Törnroos Jan-Åke."Using Case Methods in the Study of Contemporary Business Networks,".Journal of Business Research. 2005;58 (9): 1285-1297.
34. Hoyer Wayne D.,Chandy Rajesh,Dorotic Matilda,Krafft Manfred,Singh Siddharth S."Consumer Cocreation in New Product Development,".Journal of Service Research. 2010;13 (3): 283-296.
35. Jaworski Bernard,Kohli Ajay KThe Service-dominant Logic of Marketing: Dialog, Debate and Directions. Lusch Robert FVargo Stephen L, ed. Delhi, India: Prentice Hall; 2006:109-117.
36. Kristensson Per,Gustafsson Anders,Archer Trevor."Harnessing the Creative Potential among Users,".Journal of Product Innovation Management. 2004;21 (1): 4-14.
37. Kumar V.,Aksoy Lerzan,Donkers Bas,Venkatesan Rajkumar,Wiesel Thorsten,Tillmanns Sebastian."Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value,".Journal of Service Research. 2010;13 (3): 297-310.
38. Libai Barak,Bolton Ruth,Bügel Marnix S.,de Ruyter Ko,Götz Oliver,Risselada Hans,Stephen Andrew T."Customer-to-customer Interactions: Broadening the Scope of Word of Mouth Research,".Journal of Service Research. 2010;13 (3): 267-282.
39. Maglio Paul P.,Spohrer Jim."Fundamentals of Service Science,".Journal of the Academy of Marketing Science. 2008;36 (1): 18-20.
40. Marketing Science Institute (2008), 2008-2010 Research Priorities, Vol. 2010. Marketing Science Institute. (accessed June 11, 2011), [available athttp://www.msi.org/research/].
41. Michel Stefan,Brown Stephen W,Gallan Andrew S."Service-logic Innovations: How to Innovate Customers, not Products,".California Management Review. 2008;50 (3): 54-66.
42. Nambisan Satish,Baron Robert A."Virtual Customer Environments: Testing a Model of Voluntary Participation in Value Co-creation Activities,".Journal of Product Innovation Management. 2009;26 (4): 388-406.
43. Patrício Lia,Fisk Raymond P.,Cunha João Falcão e,Constantine Larry."Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting,".Journal of Service Research. 2011;14 (2): 180-200.
44. Prahalad C. K.,Ramaswamy Venkat."Co-creating Unique Value with Customers,".Strategy & Leadership. 2004;32 (3): 4-9.
45. Rosenbaum Mark S.,Massiah Carolyn A."When Customers Receive Support from Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance,".Journal of Service Research. 2007;9 (3): 257-270.
46. Schau Hope J,Jr Albert M. Muñiz,Arnould Eric J."How Brand Community Practices Create Value,".Journal of Marketing. 2009;73 (5): 30-51.
47. Strauss Anselm L.,Corbin Juliet MBasics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory. Thousand Oaks, CA: Sage; 1998:.
48. Tax Stephen S.,McCutcheon David,Wilkinson Ian F."The Service Delivery Network (SDN): A Customer-centric Perspective of the Customer Journey,".Journal of Service Research. 2013;16 (4): 454-470.
49. Van Doorn Jenny,Lemon Katherine N.,Mittal Vikas,Nass Stephan,Pick Doreén,Pirner Peter,Verhoef Peter C."Customer Engagement Behavior: Theoretical Foundations and Research Directions,".Journal of Service Research. 2010;13 (3): 253-266.
50. Vargo Stephen L.,Lusch Robert F."It's all B2B.and beyond: Toward a Systems Perspective of the Market,".Industrial Marketing Management. 2011;40 (2): 181-187.
51. Vargo Stephen L.,Lusch Robert F."Service-dominant Logic: Continuing the Evolution,".Journal of the Academy of Marketing Science. 2008;36 (1): 1-10.
52. Vargo Stephen L.,Maglio Paul P,Akaka Melissa A."On Value and Value Co-creation: A Service Systems and Service Logic Perspective,".European Management Journal. 2008;26 (3): 145-152.
53. Verhoef Peter C.,Reinartz Werner J.,Krafft Manfred."Customer Engagement as a New Perspective in Customer Management,".Journal of Service Research. 2010;13 (3): 247-252.
54. Yin RobertCase Study Research: Design and Methods. London, England: Sage; 2003:.
55. Zeithaml Valerie A,Berry Leonard L.,Parasuraman A."The Nature and Determinants of Customer Expectations of Service,".Journal of the Academy of Marketing Science. 1993;21 (1): 1-12.