Co-creating service experience practices

Journal of Service Management

Volumn 26, Issue 2, 2015, Pages 249-275

  McColl Kennedy, Janet R ^a   Cheung, Lilliemay ^a   Ferrier, Elizabeth ^a  

^a UNIVERSITY OF QUEENSLAND   (Australia)

Author keywords

Co creation; Customer experience; Practices; Service co creation; Service ecosystem; Service experience

Indexed keywords

EID: 84908350834     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/JOSM-08-2014-0204     Document Type: Article

References (61)

1. Achrol, R. S. and Kotler, P. (2012), “Frontiers in the marketing paradigm”, Journal of the Academy of Marketing Science, Vol. 40 No. 1, pp. 35-52.
2. Araujo, L., Kjellberg, H. and Spencer, R. (2008), “Market practices and forms: introduction to the special issue”, Marketing Theory, Vol. 8 No. 1, pp. 5-14.
3. Athens, L. (2010), “Naturalistic inquiry in theory and practice”, Journal of Contemporary Ethnography, Vol. 39 No. 1, pp. 87-125.
4. Bosscher, R. J. and Smit, J. H. (1998), “Confirmatory factor analysis of the general self-efficacy scale”, Behaviour Research and Therapy, Vol. 36 No. 3, pp. 339-343.
5. Bourdieu, P. (1977), Outline of a Theory of Practice, Cambridge University Press, Cambridge.
6. Bourdieu, P. (1984), Distinction: A Social Critique of the Judgement of Taste, Harvard University Press, Cambridge, MA.
7. Callero, P. L. (1994), “From role-playing to role-using: understanding role as resource”, Social Psychology Quarterly, Vol. 57 No. 3, pp. 228-243.
8. Carlzon, J. (1989), Moments of Truth: New Strategies for Today's Customer-Driven Economy, Harper Row Publishers, New York, NY.
9. Chandon, J. L., Leo, P. Y. and Philippe, J. (1997), “Service encounter dimensions-a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel”, International Journal of Service Industry Management, Vol. 8 No. 1, pp. 65-86.
10. Deighton, J. and Grayson, K. (1995), “Marketing and seduction: building exchange relationships by managing social consensus”, Journal of Consumer Research, Vol. 21 No. 4, pp. 660-676.
11. Diener, E. D., Emmons, R. A., Larsen, R. J. and Griffin, S. (1985), “Satisfaction with life scale”, Journal of Personality Assessment, Vol. 49 No. 1, pp. 71-75.
12. Echeverri, P. and Skålén, P. (2011), “Co-creation and co-destruction: a practice-theory based study of interactive value formation”, Marketing Theory, Vol. 11 No. 3, pp. 351-373.
13. Edvardsson, B., Tronvoll, B. and Gruber, T. (2011), “Expanding understanding of service exchange and value co-creation: a social construction approach”, Journal of the Academy of Marketing Science, Vol. 39 No. 2, pp. 1-13.
14. Epp, A. M. and Price, L. P. (2008), “Family identity: a framework of identify interplay in consumption practices”, Journal of Consumer Research, Vol. 35 No. 1, pp. 50-70.
15. Epp, A. M. and Price, L. P. (2011), “Designing solutions around customer network identity goals”, Journal of Marketing, Vol. 75 No. 1, pp. 36-54.
16. Flieb, S. and Kleinaltenkamp, M. (2004), “Blueprinting the service company: managing service processes efficiently”, Journal of Business Research, Vol. 57 No. 4, pp. 392-404.
17. Frow, P., McColl-Kennedy, J. R., Hilton, T., Davidson A., Payne A. and Brozovic D. (2014), “Value propositions: a service ecosystem perspective”, Marketing Theory, Vol. 14 No. 3, pp. 327-351.
18. Fyrberg, A. and Jüriado, R. (2009), “What about interaction?”, Journal of Service Management, Vol. 20 No. 4, pp. 420-432.
19. Giddens, A. (1979). Central Problems in Social Theory: Action, Structure and Contradiction in Social Analysis (Vol. 241), University of California Press, Berkley, CA.
20. Gittell, R. J. and Vidal, A. (1998), Community Organizing: Building Social Capital as a Development Strategy, Sage, Thousand Oaks, CA.
21. Glaser, B. G. and Strauss, A. L. (1967), The Discovery of Grounded Theory, Aldine, Chicago, IL.
22. Gordon, D. M. (1999), Ants at Work: How an Insect Society is Organized, The Free Press, New York, NY.
23. Gordon, D. M. (2010), Ant Encounters: Interaction Networks and Colony Behavior, Princeton University Press, Princeton, NJ.
24. Grönroos, C. and Ravald, A. (2011), “Service as business logic: implications for value creation and marketing”, Journal of Service Management, Vol. 22 No. 1, pp. 5-22.
25. Hawkins, R. L. and Maurer, K. (2010), “Bonding, bridging and linking: how social capital operated in New Orleans following hurricane Katrina”, British Journal of Social Work, Vol. 40 No. 6, pp. 1777-1793.
26. Helkkula, A., Kelleher, C. and Pihlstrom, M. (2012), “Characterizing value as an experience-implications for researchers and managers”, Journal of Service Research, Vol. 15 No. 1, pp. 59-75.
27. Henderson, K. V., Goldsmith, R. E. and Flynn, L. R. (1995), “Demographic characteristics of subjective age”, Journal of Social Psychology, Vol. 135 No. 4, pp. 447-457.
28. Holden, L. M. (2005), Complex adaptive systems: concept analysis, Journal of Advanced Nursing, Vol. 52 No. 6, pp. 651-657.
29. Holldobler, B. and Wilson, E. O. (1994), Journey to the Ants: A Story of Scientific Exploration, Harvard University Press, Cambridge, MA.
30. Holt, D. B. (1995), “How consumers consume: a typology of consumption practices”, Journal of Consumer Research, Vol. 22 No. 1, pp. 1-16.
31. Jackson, R. H. and Sørensen, G. (2007), Introduction to International Relations: Theories and Approaches, Oxford University Press, Oxford.
32. Kjellberg, H. and Helgesson, C. -F. (2006), “Multiple versions of markets: multiplicity and performativity in market practice”, Industrial Marketing Management, Vol. 35 No. 7, pp. 839-855.
33. Kjellberg, H. and Helgesson, C. -F. (2007), “On the nature of markets and their practices”, Marketing Theory, Vol. 7 No. 2, pp. 137-162.
34. Kowalkowski, C., Persson Ridell, O., Röndell, J. and Sörhammar, D. (2012), “The co-creative practice of forming a value proposition”, Journal of Marketing Management, Vol. 28 Nos 13-14, pp. 1553-1570.
35. Krauss, S. E. (2005), “Research paradigms and meaning making: a primer”, The Qualitative Report, Vol. 10 No. 4, pp. 758-770.
36. Lin, N. (2008), “A network theory of social capital”, in Castiglione, D. Van Deth, J. W. and Wolleb, G. (Eds), The Handbook of Social Capital, Oxford University Press, New York, NY, pp. 50-69.
37. Lincoln, Y. S. and Guba, E. E. (1985), Naturalistic Enquiry, Sage, Beverly Hill, CA.
38. Mars, M. M., Bronstein, J. L. and Lusch, R. F. (2013), “The value of a metaphor: organizations and ecosystems”, Organizational Dynamics, Vol. 41 No. 4, pp. 271-280.
39. McColl-Kennedy, J. R., Vargo, S. L., Dagger, T. S., Sweeney, J. C. and van Kasteren, Y. (2012), “Health care customer value cocreation practice styles”, Journal of Service Research, Vol. 15 No. 4, pp. 370-389.
40. McCracken, G. D. (1988), The Long Interview University Paper Series on Qualitative Research Methods Vol. 13, SAGE, Beverley Hills, CA.
41. Normann R. (2001), Reframing Business: When the Map Changes the Landscape, John Wiley & Sons, Hoboken, NJ. Oxford English Dictionary (2014), available at: OED. com (accessed 31 January 2014).
42. Parker, C. and Ward, P. (2000), “An analysis of role adoptions and scripts during customer-tocustomer encounters”, European Journal of Marketing, Vol. 34 Nos 3/4, pp. 341-359.
43. Price, L., Arnould, E. and Malshe, A. (2006), “Towards a resource-based theory of the customer”, in Lusch, R. F. and Vargo, S. L. (Eds), The New Dominant Logic in Marketing, M. E. Sharpe, Armonk, NY, pp. 91-104.
44. Reckwitz, A. (2002), “Toward a theory of social practices A development in culturalist theorizing”, European Journal of Social Theory, Vol. 5 No. 2, pp. 243-263.
45. Reissman, C. K. (1993), Narrative Analysis, Sage, London.
46. Schatzki, T. R. (2005), “Peripheral vision the sites of organizations”, Organization Studies, Vol. 26 No. 3, pp. 465-484.
47. Schau, H. J., Muñiz, A. M. Jr and Arnould, E. J. (2009), “How brand community practices create value”, Journal of Marketing, Vol. 73 No. 5, pp. 30-51.
48. Schwartz, S. H. (1994), “Are there universal aspects in the structure and content of human values?”, Journal of Social Issues, Vol. 50 No. 4, pp. 19-45.
49. Shostack, L. (1984), “Designing services that deliver”, Harvard Business Review, Vol. 62 No. 1, pp. 133-139.
50. Spiggle, S. (1994), “Analysis and interpretation of qualitative data in consumer research”, Journal of Consumer Research, Vol. 21 No. 4, pp. 491-503.
51. Strauss A. (1987), Qualitative Analysis for Social Scientists, Cambridge University Press, New York, NY.
52. Strauss, A. and Corbin, J. (1990), Basics of Qualitative Research: Grounded Theory Procedures and Techniques, Sage, Beverly Hills, CA.
53. Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P. and Verhoef, P. C. (2010), “Customer engagement behavior: theoretical foundations and research directions”, Journal of Service Research, Vol. 13 No. 3, pp. 253-266.
54. Vargo, S. L. and Lusch, R. F. (2008), “Service-dominant logic: continuing the evolution”, Journal of the Academy of Marketing Science, Vol. 36 No. 1, pp. 1-10.
55. Vargo, S. L. and Lusch, R. F. (2011), “It's all B2B … and beyond: toward a service perspective of the market”, Industrial Marketing Management, Vol. 40 No. 2, pp. 181-187.
56. Warde, A. (2005), “Consumption and theories of practice”, Journal of Consumer Culture, Vol. 5 No. 2, pp. 131-152.
57. Watson, D., Clarke, L. A. and Tellegen, A. (1988), “Development and validation of brief measures of positive and negative affect: the PANAS scales”, Journal of Personality and Social Psychology, Vol. 54 No. 6, pp. 1063-1070.
58. Wellman, B. and Frank, K. (2001), “Network capital in a multi-level world: getting support from personal communities”, in Lin, N., Cook, K. and Burt, R. (Eds), Social Capital: Theory and Research, Transaction Publishers, New Brunswick, NJ, pp. 233-273.
59. Wellman, B. and Hampton, K. (1999), “Living networked on and offline”, Contemporary Sociology, Vol. 28 No. 6, pp. 648-654.
60. Wellman, B. and Leighton, B. (1979), “Networks, neighborhoods, and communities”, Urban Affairs Review, Vol. 14 No. 3, pp. 363-390.
61. Woolcock, M. (2001), “The place of social capital in understanding social and economic outcomes”, Canadian Journal of Policy Research, Vol. 2 No. 1, pp. 11-17.