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Service Systems as a Foundation for Resource Integration and Value Co-creation
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0002-2982-9651
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Norway.ORCID iD: 0000-0002-5605-9285
2012 (English)In: Toward a Better Understanding of the Role of Value in Markets and Marketing: Special Issue / [ed] Naresh K. Malhotra, Stephen L. Vargo, Robert F. Lusch, Emerald Group Publishing Limited, 2012, Vol. 9, 79-126 p.Chapter in book (Refereed)
Abstract [en]

Purpose - The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach. Methodology/approach - Conceptual and a case study of the service system a Telecom Equipment and Service Provider is embedded in is reported. Findings - The service practice of the service system is framed by social structures of signification, legitimation, and domination. However, the practice is also independent of the structures since it is embedded in and shapes the structural realm. Research implications and limitations - Drawing on structuration and practice theory, the chapter offers a new framework describing how social and service structures and practices can inform and reveal mechanisms of service system dynamics. Based on the framework, three propositions are developed focusing on the mechanisms of resource integration and value co-creation. The implications need to be generalized in future research by studying other empirical contexts. Practical implications - The chapter provides some tentative guidelines on how organizations can design service systems that enable and support customers and other actors in their resource integration and value co-creation processes by paying attention to social structures and forces and not only resources as such. Originality - The chapter explicates how social structures have implications for value co-creation and resource integration in service system. It makes systematic use of structuration and practice theory to understand the social dimensions of service systems. A distinction between intended and realized resource integration is made.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2012. Vol. 9, 79-126 p.
Series
Review of Marketing Research, ISSN 1548-6435 ; 9
Keyword [en]
resource integration, service system, social system, social structure, value co-creation
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-12933DOI: 10.1108/S1548-6435(2012)0000009008ISI: 000318400600005ISBN: 978-1-78052-912-7 (print)OAI: oai:DiVA.org:kau-12933DiVA: diva2:515898
Conference
Naples Forum on Service, University of Naples, Capri, Italy, June 14-17
Available from: 2012-04-16 Created: 2012-04-16 Last updated: 2016-08-16Bibliographically approved

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