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Determinants of services co-creation with business customers
ESSCA School of Management, Angers, France.
Department of Service Management Research, Tecnologico de Monterrey, San Pedro Garza Garcia, Mexico.
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, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 21, no 2, 85-103 p.Article 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, 85-103 p.
Keyword [en]
Innovation, Business-to-business services, Commitment, Service co-creation
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:kau:diva-62857ISI: 000401066000001OAI: oai:DiVA.org:kau-62857DiVA: diva2:1137511
Available from: 2017-08-31 Created: 2017-08-31 Last updated: 2017-09-07Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
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  • Other locale
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Output format
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  • asciidoc
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