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Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems: A Structured Literature Review

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Title:Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems: A Structured Literature Review
Authors:Li, Mengcheng
Tuunanen, Tuure
Keywords:Digital Services and The Digitalization of Services
co-destruction behavior
service systems
structured literature review
value co-creation
Date Issued:07 Jan 2020
Abstract:This paper investigates resource integration and social interaction as the two core processes of value co-creation and co-destruction in a service system. We applied a structured literature review as our research methodology to develop a framework to depict the components of value co-creation and co-destruction processes and to understand the behavioral drivers of service system actors as well as the positive and negative value outcomes derived through resource integration and social interaction. By analyzing the 51 papers that meet the inclusion criteria, we found that actors’ engagement in value creation process are motivated by different behavioral drivers. Then, applying resource integration, and more specifically, access, matching, and resourcing, actors interact through social interaction employing communication, dialogue, and trust contribute to the dynamic process of value co-creation and co-destruction embedded on context-based practices, which leads to actors’ unique perceived value outcomes.
Pages/Duration:10 pages
URI:http://hdl.handle.net/10125/63882
ISBN:978-0-9981331-3-3
DOI:10.24251/HICSS.2020.143
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
Appears in Collections: Digital Services and The Digitalization of Services


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