Antecedents and consequences of co-creation in credence-based service contexts

Kasnakoğlu, Berna Tarı

doi:10.1080/02642069.2016.1138472

Cited by 42 publications

(31 citation statements)

References 69 publications

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“…The significance of systems modeling approaches to creativity has been argued and recognized as the theoretical foundation of the field [23]. This could be basically expanded in its course into that for co-creation, because various kinds of co-creation models have recently been proposed from which the perspective of measuring value co-creation [30]; evaluating co-creation possibilities [10]; knowledge-sharing risk management procedures [3]; understanding the consequences of co-creation among consumers, providers, and partners [32]; and the co-creation process [8].…”

Section: Modeling Methodologymentioning

confidence: 99%

Dynamic relationship design of knowledge co-creating cluster: traditional Japanese architectural industry

Matsumae

Nagai

2020

SN Appl. Sci.

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Increased global mobility led by remarkable developments and the extension of public infrastructure has brought about not only the possibility of further conventional static relationship design, but also the importance of dynamic relationship design as well. Operating on the assumption that this catalytic environmental change will occur in the form of increased mobility, every type of organization-regardless of industrial sector, size, or profit status-is faced with the need to design and manage this connected society, newly dynamic environment. Considering the social environment above, this study aims to develop a methodology to design and manage innovation ecosystem which then generates sustainable and autonomously collaborative relationships as the inevitably required first phase of organization emergence. How can a dynamic relationship as a knowledge co-creating subjectivity be formed among the organizations? The authors introduced research methodology of dynamics, referring to knowledge creation theory: (1) proposing a dynamic system model simplifying research objects, (2) conducting the cases based on the proposed model, (3) performing theoretical analysis on observed phenomena, and (4) engaging in discussion on improvements, or further development of the original model based on the findings. In this study, the authors visualized the relations among co-creation, intersubjectivity, context, and boundary object in a dynamic model, and described the organizational emergence of knowledge-creating clusters using the dynamic model. This study contributes to the social shift in a contrasting approach, from the management of human well-doing for an efficient social system to the dynamic relationship design for human well-being.

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Section: Modeling Methodologymentioning

confidence: 99%

Dynamic relationship design of knowledge co-creating cluster: traditional Japanese architectural industry

Matsumae

Nagai

2020

SN Appl. Sci.

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“…Finally, in the case of services characterized by credence attributes, quality cannot be evaluated even after purchase. Examples include tax and investment consultants (Ostrom & Iacobucci, 1995), market research companies (Mitra, Reiss, & Capella, 1999), medical services or education (Kasnakoglu, 2016). It is impossible for users of this type of service to ascertain certain details, such as whether they could have paid less tax or, in the case of market research, the quality of the sample selection method.…”

Section: Assessing Service Qualitymentioning

confidence: 99%

Different channels for different services: information sources for services with search, experience and credence attributes

Chocarro

Cortiñas

Villanueva

2018

The Service Industries Journal

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A first step in many decision-making processes is a search for information. This paper focuses on the means consumers use to access information prior to contracting services. It uses two different theoretical perspectives, namely, the economic approach (Stigler, 1961) and the psychological approach (Simon, 1947), and the specific aim is to compare consumers' choice of source when seeking information prior to contracting services with different levels of search, experience or credence attributes. The modelling technique is mixed regression models, which allow the use of standard errors robust to within-group correlation. Our review of the data from a sample of 492 consumers and nine different services (three for each attribute category) shows that consumers use fewer information sources and show less search intensity when the purchase involves a service with search attributes than when it involves either of the other types. The highest levels of information search intensity and online media usage are found in relation to services with experience attributes. Fewer sources are consulted for purchases involving services with credence qualities than for those involving the other types, but the information obtained has a greater impact on decision making. The information sources most commonly-used are personal contacts and offline media.

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“…According to Vargo and Lusch's (2004) S-D logic framework, a service is (1) the application of competences (e.g., knowledge and skills) by one party for the benefit of another and is the underlying basis of exchange, (2) the service system is the proper unit of analysis which is a configuration of resources such as people, information and technology, (3) service science is the study of service systems and of the co-creation of value (Vargo, Maglio, & Akaka, 2008;Tari Kasnakoglu, 2016), (4) customers should always be considered as value co-creators, and (5) value is contextually determined by customer's used situation (Vargo & Lusch, 2011;Edvardsson et al, 2011;McColl-Kennedy, Cheung, & Ferrier, 2015). Thus, the role of service providers is not limited to offering value propositions but to collaborate with customers and other actors to develop mutually beneficial value propositions (Vargo, 2009).…”

Section: Vargo and Lusch's Service-dominant Logicmentioning

confidence: 99%

A framework for innovative service design

Furrer

Sudharshan

Tsiotsou

et al. 2016

The Service Industries Journal

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Drawing on research from design science, marketing and service science, our paper provides an integrated framework for evaluating and directing innovative service design. The main goal of our review is to highlight the strengths of existing frameworks and to suggest how they can be enhanced in combination with design science principles. Based on our review, we propose a new framework for the design of innovative services that integrates several key paradigmatic approaches and identifies fundamental open research questions. Our approach is unique as it combines three service disciplines, namely services marketing, service science, and design science, and provides a new framework that describes step by step the procedure that needs to be taken and the conditions that need to be met for developing innovative services. We believe that providing such a framework is a valuable addition to the literature.

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Antecedents and consequences of co-creation in credence-based service contexts

Cited by 42 publications

References 69 publications

Dynamic relationship design of knowledge co-creating cluster: traditional Japanese architectural industry

Dynamic relationship design of knowledge co-creating cluster: traditional Japanese architectural industry

Different channels for different services: information sources for services with search, experience and credence attributes

A framework for innovative service design

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