Characterizing Value as an Experience – Implications for Researchers and Managers

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dc.contributor Hanken School of Economics, CERS - Centre for Relationship Marketing and Service Management, Helsinki en
dc.contributor Hanken School of Economics, Marketing, Helsinki en
dc.contributor.author Helkkula, Anu
dc.contributor.author Kelleher, Carol
dc.contributor.author Pihlström, Minna Hannele
dc.date.accessioned 2012-10-15T06:55:01Z
dc.date.available 2012-10-15T06:55:01Z
dc.date.issued 2012-02
dc.identifier.citation Helkkula , A , Kelleher , C & Pihlström , M H 2012 , ' Characterizing Value as an Experience – Implications for Researchers and Managers ' Journal of Service Research , vol 15 , no. 1 , pp. 59-75 . , 10.1177/1094670511426897 en
dc.identifier.issn 1094-6705
dc.identifier.other PURE: 437028
dc.identifier.uri http://hdl.handle.net/10138/37233
dc.description.abstract Within contemporary discourse around Service Dominant (S-D) logic, phenomenologically (experientially) determined value has been placed at the center of value discussion. However, a systematic characterization of value in the experience has not been presented to date. In this paper, we outline four theoretical propositions that describe what value in the experience is, which we then illustrate using a narrative dataset. The propositions consider both lived and imaginary value experiences and posit that current service experiences are influenced by previous and anticipated service experiences. The paper contributes to the service literature by characterizing value in the experience as an ongoing, iterative circular process of individual and collective customer sense-making, as opposed to a linear, cognitive process restricted to isolated service encounters. We recommend that service researchers should consider the use of interpretive methodologies based on the four theoretical propositions outlined in order to better understand the many ways that service customers experience value in their lifeworld contexts, which extend well beyond the service organization’s zone of influence. Service managers should also consider how a richer understanding of past, current and imaginary value in the context in service customers’ individual lifeworld contexts might generate novel insights for service innovations. Key words: experience, phenomenology, value, service, narrative en
dc.format.extent 17
dc.language.iso eng
dc.publisher Sage Publications
dc.relation.ispartof Journal of Service Research
dc.subject 512 Business and Management en
dc.subject value en
dc.subject experience en
dc.subject service en
dc.subject customer value en
dc.subject value-in-context en
dc.subject narrative en
dc.subject KOTA2012 en
dc.title Characterizing Value as an Experience – Implications for Researchers and Managers en
dc.type A1 Refereed journal article, original research
dc.identifier.doi http://dx.doi.org/10.1177/1094670511426897
dc.type.dcmitype textfile
dc.type.uri info:eu-repo/semantics/article
dc.contributor.pbl
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