Abstract
To develop a managerially relevant understanding of value and value creation, these phenomena must be analysed on a micro level. Seen from above, they lack a microfoundation. In the present article, value and value creation are discussed from a micro position, based on a service logic (SL) analysis of the service perspective on business and marketing. In the Grönroos-Voima value model of SL, only one value concept—value-in-use—is used, to support theoretical rigour. The customer not only determines value, but is also the value creator. By facilitating customers’ value creation, the firm provides potential value, which evolves as value-in-use during use or consumption. If the actors can establish a platform of co-creation during direct interactions, the service provider’s and the customer’s processes merge into one interactive, collaborative and dialogical process, and then the firm may co-create value with the customer. Theoretical and practical implications are discussed.
Original language | English |
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Peer-reviewed scientific journal | Journal of Creating Value |
Volume | 3 |
Issue number | 2 |
Pages (from-to) | 125-141 |
ISSN | 2394-9643 |
DOIs | |
Publication status | Published - 01.11.2017 |
MoE publication type | A1 Journal article - refereed |
Keywords
- 512 Business and Management