Making Sense of Value and Value Co-Creation in Service Logic

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Title: Making Sense of Value and Value Co-Creation in Service Logic
Author: Grönroos, Christian; Voima, Päivi
Belongs to series: Working Paper - 559
ISSN: 0357-4598
ISBN: 978-952-232-157-2
Abstract: In order to further develop the logic of service, value creation, value co-creation and value have to be formally and rigorously defined, so that the nature, content and locus of value and the roles of service providers and customers in value creation can be unambiguously assessed. In the present article, following the underpinning logic of value-in-use, it is demonstrated that in order to achieve this, value creation is best defined as the customer’s creation of value-in-use. The analysis shows that the firm’s and customer’s processes and activities can be divided into a provider sphere, closed for the customer, and a customer sphere, closed for the firm. Value creation occurs in the customer sphere, whereas firms in the provider sphere facilitate value creation by producing resources and processes which represent potential value or expected value-in use for their customers. By getting access to the closed customer sphere, firms can create a joint value sphere and engage in customers’ value creation as co-creators of value with them. This approach establishes a theoretically sound foundation for understanding value creation in service logic, and enables meaningful managerial implications, for example as to what is required for co-creation of value, and also further theoretical elaborations.
Date: 2012-01-18
Subject: value creation
value co-creation
value spheres
service logic
service-dominant logic

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