Conceptualizing the Value Co-Destruction Process for Service Systems: Literature Review and Synthesis

Lintula, Juuli; Tuunanen, Tuure; Salo, Markus

doi:10.24251/hicss.2017.197

Cited by 28 publications

(63 citation statements)

References 59 publications

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“…However, while extant literature often refers to value co-creation in an intrinsically positive manner, and engagement in interactive value creation processes has also mainly been explained in an unproblematic way [10,16], users' service encounters do not always have positive outcomes [23,24]. This duality of value creation and destruction has also been recognized in the literature, which has stated that, in interactive value creation, value destruction exists as an opposing phenomenon to value co-creation [25,26].…”

Section: Value Co-creation and Co-destructionmentioning

confidence: 99%

“…This work has provided not only a solid foundation for gaining a more refined view of value creation for different digital services, but also a platform for more formative work in terms of theory development. Furthermore, our work with contradictions in IT artifact use [24] has led us to the development of a process-based framework for value co-destruction [23,27], which looks at different internet-of-things enabled services and cyber physical systems [28].…”

Section: Value Co-creation and Co-destructionmentioning

confidence: 99%

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Value Co-Creation and Co-Destruction in Online Video Games: An Exploratory Study and Implications for Future Research

Kokko¹,

Vartiainen²,

Tuunanen³

2018

Proceedings of the 51st Hawaii International Conference on System Sciences

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In this empirical study we studied how players of online video games co-create and co-destroy value. From players' perceptions we identified that value co-creation and co-destruction occur amid themes of giving feedback and building relations. Feedback encourages players but it may also be harmful in the form of verbal abuse. Building relations relates to making friends in general but also on an international level. Building relations also relates to competition that creates a bad spirit. The most intensive interplay between value co-creation and codestruction was found in gaming groups. Gaming groups motivate players to engage in intense gameplay, but at the same time they are resourcedemanding with respect to time and mental capacity. In conclusion, we argue that further study is required of the ways that value co-creation and co-destruction interact in online video games.

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Section: Value Co-creation and Co-destructionmentioning

confidence: 99%

Section: Value Co-creation and Co-destructionmentioning

confidence: 99%

Value Co-Creation and Co-Destruction in Online Video Games: An Exploratory Study and Implications for Future Research

Kokko¹,

Vartiainen²,

Tuunanen³

2018

Proceedings of the 51st Hawaii International Conference on System Sciences

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“…However, researchers have only recently begun studying the corresponding phenomenon known as value co-destruction (VCD) e.g. [11][12][13]. VCD is conceptualized as "an interactional process between service systems that results in a decline in at least one of the systems' wellbeing (which, given the nature of a service system, can be individual or organizational)" [15, p. 431].…”

Section: Introductionmentioning

confidence: 99%

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

Tuunanen

2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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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.

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“…Organizations may encounter di culties in involving citizens. For instance, the misalignment among goals, power [9], knowledge [10], expectations, and engagement [11] may reduce the possibility of equal interaction. Hence the effectiveness of citizens involvement cannot be taken for granted [12].…”

Section: Introductionmentioning

confidence: 99%

The Potential Pitfalls of Co-production: An Overview on the Co-design of Public Services with and for Family Caregivers Living in Rural and Remote Area

Gheduzzi

Masella

Morelli

et al. 2020

Preprint

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Background: Co-production has been widely recognized as a plausible solution to reduce users’ dissatisfactions, service providers’ inefficacy and to diminish conflicts in relations between users and providers. However, this enhancement of co-production has started to be query: co-production is not always a panacea and its effects may not be always fruitful. To understand and prevent unsuccessful users and providers’ collaboration, the recent literature has stated to focus on the causes of co-destruction. This paper investigates the possible factors that may facilitate the shifting of a co-production process applied to family caregivers of older patients living in rural and remote area, into a co-destruction process by looking at the whole service network. Methods: To investigate this open topic, we performed a single case study by looking at a longitudinal project (Place4Carers) that aimed at co-producing a new public service with and for family caregivers of older patients living in rural and remote area. We organised collaborative workshops and semi-structured interviews to collect the perspectives of family caregivers and service providers on the co-production process. As part of the research team that participated at the co-production process, the authors joined the reflections with a reflexive approach. Results: Results confirmed the occurrence of some causes of co-destruction suggested by Jarvi’s model during the co-production process: insufficient level of trust, mistakes, inability to change from caregivers and inability to serve from providers. Moreover, they identified the difficulty of creating a cohesive partnership between research members as a possible pitfall of co-production. However, all these causes did not imply an inevitable process of co-destruction. Conclusions: Our article suggests that pitfalls identified by Jarvi and the cultural differences within research members can actually influence co-production but do not inevitably lead to co-destruction. Moreover, we argued that co-creation and co-destruction processes might coexist. The role of researchers and service providers is to prevent and recover from co-destruction effects. To this ends, conviviality could be a powerful tool to avoid lack of trust and create a successful co-production.Plain English SummaryCo-production, defined as ‘the provision of services through regular, long-term relationships between professionalized service providers and service users or other members of the community, where all parties make substantial resource contributions’[1], has been widely recognized as a plausible solution to reduce users’ dissatisfaction, providers’ service inefficacy and to diminish conflicts in relations between users and providers. However, the effectiveness of co-production has started to be queried. This paper investigated the possible factors that may facilitate the shifting of a co-production process into a co-destruction process by looking at all the actors of the service network. To this end, we performed a single case study by investigating the co-production of new public service with family caregivers of elderly people living in rural and remote area, a local home care agency and researchers. Participants were interviewed about pro and cons of the co-production process. The results highlighted that the effectiveness of co-production was limited by some pitfalls: insufficient level of trust, mistakes, inability to change and inability to serve. Moreover, a difficulty of creating a cohesive partnership between research members has been highlighted as a challenging factor in the co-production process. However, all these factors did not imply an inevitable process of co-destruction. Indeed, the process of co-production resulted to have both pitfalls and benefits. Therefore, researchers and service providers should facilitate the shifting from negative toward positive effects of co-production. To this ends, conviviality could be a powerful tool to avoid lack of trust and create a successful co-production.

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Conceptualizing the Value Co-Destruction Process for Service Systems: Literature Review and Synthesis

Abstract: Abstract

Cited by 28 publications

References 59 publications

Value Co-Creation and Co-Destruction in Online Video Games: An Exploratory Study and Implications for Future Research

Value Co-Creation and Co-Destruction in Online Video Games: An Exploratory Study and Implications for Future Research

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

The Potential Pitfalls of Co-production: An Overview on the Co-design of Public Services with and for Family Caregivers Living in Rural and Remote Area

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