Determinants of services co-creation with business customers
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
2017-08-312017-08-312024-07-04Bibliographically approved