The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Value co-creation in service logic: A critical analysis
Abstract
The underpinning logic of value co-creation in service logic is analysed. It is observed that some of the 10 foundational premises of the so-called service-dominant logic do not fully support an understanding of value creation and co-creation in a way that is meaningful for theoretical development and decision making in business and marketing practice. Without a thorough understanding of the interaction concept, the locus as well as nature and content of value co-creation cannot be identified. Value co-creation easily becomes a concept without substance. Based on the analysis in the present article, it is observed that the unique contribution of a service perspective on business (service logic) is not that customers always are co-creators of value, but rather that under certain circumstances the service provider gets opportunities to co-create value together with its customers. Finally, seven statements included in six of the foundational premises are reformulated accordingly.
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Citations
Cites
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Self-citationA Role Theory Perspective on Dyadic Interactions: The Service Encounter
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“Interaction has also been discussed within the North American service marketing research traditions (e.g. Solomon et al., 1985).”
BackgroundRevisiting Consumption Experience: A More Humble but Complete View of the Concept
Carù, A., & Cova, B. (2003) · Marketing Theory · doi:10.1177/14705931030032004 · Cited by 851
Service portraits in service research: a critical review
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Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
Kamboj, S., Sarmah, B., Gupta, S., & Dwivedi, Y. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.12.001 · Cited by 591
Customer dominant value formation in service
Heinonen, K., Strandvik, T., & Voima, P. (2013) · European Business Review · doi:10.1108/09555341311302639 · Cited by 353
Hardyman, W., Daunt, K. L., & Kitchener, M. (2015) · Public Management Review · doi:10.1080/14719037.2014.881539 · Cited by 312
Customer-to-customer co-creation practices in tourism: Lessons from Customer-Dominant logic
Rihova, I., Buhalis, D., Gouthro, M. B., & Moital, M. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.02.010 · Cited by 287
Metadata
- Authors
- Grönroos, C.
- Venue
- Marketing Theory
- Publisher
- SAGE Publications
- Published
- 2011-09
- Volume
- 11
- Issue
- 3
- Pages
- 279-301
- ISSN
- 1470-5931 (ISSN-L)
- 1741-301X
- OpenAlex
- W2070504166
- Cited by
- 1,587
- References
- 8
- FWCI
- 191.98
- Type
- journal article
- Language
- en
- Open access
- closed
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