Hyppää sisältöön
    • Suomeksi
    • På svenska
    • In English
  • Suomeksi
  • In English
  • Kirjaudu
Näytä aineisto 
  •   Etusivu
  • LUTPub
  • Tieteelliset julkaisut
  • Näytä aineisto
  •   Etusivu
  • LUTPub
  • Tieteelliset julkaisut
  • Näytä aineisto
JavaScript is disabled for your browser. Some features of this site may not work without it.

Co-creating services—conceptual clarification, forms and outcomes

Oertzen, Anna-Sophie; Odekerken-Schröder, Gaby; Brax, Saara A.; Mager, Birgit (2018)

Katso/Avaa
Oertzen_Brax_et_al_Co-creating_services_publishers_version.pdf (341.0Kb)
Lataukset: 


Publisher's version

Oertzen, Anna-Sophie
Odekerken-Schröder, Gaby
Brax, Saara A.
Mager, Birgit
2018

Journal of Service Management

29

4

641-679

Emerald Publishing Limited

School of Business and Management

https://doi.org/10.1108/JOSM-03-2017-0067
Näytä kaikki kuvailutiedot
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2018091335614

Tiivistelmä

Purpose - The purpose of this paper is to assess, clarify and consolidate the terminology around the co-creation of services, establish its forms and identify its outcomes, to resolve the conceptual pluralism in service co-creation literature.

Design/methodology/approach - A focused literature review screened the articles published in five major service research journals to determine relevant contributions on the concept of co-creation of services. Then, a thematic analysis identifies the forms, themes and outcomes of co-creating services in the set of 80 qualifying articles.

Findings - The study reduces conceptual pluralism by establishing different forms of co-creating services and developing an explicit definition of co-creation in services. The authors develop an integrative framework that recognizes involvement, engagement and participation as prerequisites for co-creation. Relating to the different phases of the service process, the specific co-creation forms of co-ideation, co-valuation, co-design, co-testing and co-launching are classified as regenerative co-creation, while the specific co-creation forms of co-production and co-consumption are recognized as operative co-creation. Both beneficial and counterproductive outcomes of co-creation are identified and arranged into a typology.

Research limitations/implications - The integrative framework illustrates that service providers and customers are involved, engaged and participate in co-creating services, which manifests in specific forms of co-creation; they attain beneficial and counterproductive outcomes (personal, social, hedonic, cognitive, economic and pragmatic); and are influenced by a contextual multi-actor network.

Practical implications - Co-creation in services is actionable; the typology of outcomes suggests service managers ways to motivate customers and employees to participate in co-creating services.

Originality/value - This paper defines and establishes the conceptual forms of co-creating services and the identified outcomes, and develops an integrative framework of co-creation in services.

Lähdeviite

Oertzen, A-S., Odekerken-Schröder, G., Brax, S.A., Mager, B. (2018). Co-creating services—conceptual clarification, forms and outcomes. Journal of Service Management, Vol 29, Issue 4. p. 641-679. DOI: 10.1108/JOSM-03-2017-0067

Alkuperäinen verkko-osoite

https://www.emeraldinsight.com/doi/full/10.1108/JOSM-03-2017-0067
Kokoelmat
  • Tieteelliset julkaisut [1560]
LUT-yliopisto
PL 20
53851 Lappeenranta
Ota yhteyttä | Tietosuoja | Saavutettavuusseloste
 

 

Tämä kokoelma

JulkaisuajatTekijätNimekkeetKoulutusohjelmaAvainsanatSyöttöajatYhteisöt ja kokoelmat

Omat tiedot

Kirjaudu sisäänRekisteröidy
LUT-yliopisto
PL 20
53851 Lappeenranta
Ota yhteyttä | Tietosuoja | Saavutettavuusseloste