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Determinants of Co-creation of B-to-B Services
ESSCA School of Management, Angers, France.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.ORCID iD: 0000-0003-2705-0836
2017 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 31, no 2, p. 85-103Article in journal (Refereed) Published
Abstract [en]

PurposeThis paper aims to identify and analyze factors that determine firms' commitment to co-create new services with business customers.Design/methodology/approachA quantitative study based on a scenario method, involving an online survey of French service companies, reveals the determinants of commitment to service co-creation.FindingsCustomer 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 implicationsThe 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/valueThis 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. 31, no 2, p. 85-103
Keywords [en]
Innovation, Business-to-business services, Commitment, Service co-creation
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:kau:diva-63021DOI: 10.1108/JSM-01-2016-0001OAI: oai:DiVA.org:kau-63021DiVA, id: diva2:1140064
Available from: 2017-09-11 Created: 2017-09-11 Last updated: 2017-11-29Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
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  • vancouver
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More styles
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  • de-DE
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  • nn-NB
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  • Other locale
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Output format
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