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Determinants of services co-creation with business customers
ESSCA School of Management, FRA.
Tecnologico de Monterrey, San Pedro Garza Garcia, MEX.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
2017 (English)In: Journal of Services Marketing, E-ISSN 0887-6045, Vol. 21, no 2, p. 85-103Article in journal (Refereed) Published
Abstract [en]

Purpose

This paper aims to identify and analyze factors that determine firms’ commitment to co-create new services with business customers.

Design/methodology/approach

A quantitative study based on a scenario method, involving an online survey of French service companies, reveals the determinants of commitment to service co-creation.

Findings

Customer benefits and organizational sacrifices, as well as firm-related factors (specialization, partners’ involvement and innovativeness) correlate with firms’ commitment to co-create new services. The proposed, empirically grounded model details factors that determine firms’ commitment to co-create new services with business customers, including innovative culture as a key determinant.

Practical implications

The identified factors that affect firms’ commitment to co-create services can guide managers’ efforts to improve customer relationships and thus their service innovation processes.

Originality/value

This study identifies and analyzes characteristics of committed firms, as well as the benefits and sacrifices they face in co-creating new services, in a novel way. Thus, it helps define the fit between a service offering and business customers’ participation in new service development contexts.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2017. Vol. 21, no 2, p. 85-103
Keywords [en]
Innovation, Business-to-business services, Commitment, Service co-creation
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-62857DOI: 10.1108/JSM-01-2016-0001ISI: 000401066000001OAI: oai:DiVA.org:kau-62857DiVA, id: diva2:1137511
Available from: 2017-08-31 Created: 2017-08-31 Last updated: 2024-07-04Bibliographically approved

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Edvardsson, Bo

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf