Developing and testing a customer value co-creation model of higher education institutions

Goi, Mei Teh; Kalidas, Vigneswari; Yunus, Norzita

doi:10.1080/08841241.2022.2076275

Cited by 9 publications

(9 citation statements)

References 71 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Cavallone et al. , 2021; Goi et al. , 2022; Liwång, 2022), research on this topic in primary and secondary education has been comparatively limited.…”

Section: Discussionmentioning

confidence: 99%

“…While recent efforts have been made to explore value co-creation in higher education (e.g. Cavallone et al, 2021;Goi et al, 2022;Liw ang, 2022), research on this topic in primary and secondary education has been comparatively limited. By emphasising the importance of parent involvement in value co-creation in primary and secondary education, our study fills this gap and adds to existing education marketing literature.…”

Section: Theoretical Contributionsmentioning

confidence: 99%

“…According to research in private services industry (Bordian et al, 2023;Gonz alez-Mansilla et al, 2019;Prebensen and Xie, 2017), customers are more satisfied when they participate in value cocreation activities. Customers of public services, such as healthcare (Fusco et al, 2023;Terkelsen et al, 2022), local government (Bentzen, 2022;Larsen and Caswell, 2022) and higher education (Bovill, 2020;Cavallone et al, 2021;Goi et al, 2022), have also been found to be more satisfied as a result of engaging in value co-creation behaviour.…”

Section: Introductionmentioning

confidence: 99%

“…, 2022), local government (Bentzen, 2022; Larsen and Caswell, 2022) and higher education (Bovill, 2020; Cavallone et al. , 2021; Goi et al ., 2022), have also been found to be more satisfied as a result of engaging in value co-creation behaviour.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Enhancing education service outcomes through value co-creation

Survilaite,

Auruskeviciene,

Židonis

et al. 2023

BJM

View full text Add to dashboard Cite

PurposeThe purpose is to investigate the impact of the value co-creation behaviour of parents on a set of education service outcomes, including perceived school reputation, parent satisfaction and teacher competence.Design/methodology/approachAn online survey of 932 parents of primary and secondary school children was conducted. Canonical correlation analysis (general linear model) was used to test the impact of parental involvement in value co-creation behaviour on education service outcomes.FindingsValue co-creation behaviour has a positive impact on education service outcomes, but the impact differs depending on the type of behaviour. Parent citizenship behaviour positively affects satisfaction, school reputation and perceived teacher competence. However, parent participation behaviour positively affects satisfaction with the school and perceived teacher competence.Research limitations/implicationsThe study used self-reported data from parents, which may be biased and subject to errors. Future research could use more objective measures such as administrative records or teacher reports. The study's results are limited to one country, highlighting the need for further research in multiple countries.Practical implicationsThe study's findings have implications for education service providers in terms of the importance of supporting parental involvement in their child's school life via value co-creation behaviour.Originality/valueThe study contributes to the service dominant logic, value co-creation theory and educational marketing literature by providing the detailed empirical evidences of parents' value co-creation outcomes in the context of the primary and secondary schools.

show abstract

“…Cavallone et al. , 2021; Goi et al. , 2022; Liwång, 2022), research on this topic in primary and secondary education has been comparatively limited.…”

Section: Discussionmentioning

confidence: 99%

Section: Theoretical Contributionsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Enhancing education service outcomes through value co-creation

Survilaite,

Auruskeviciene,

Židonis

et al. 2023

BJM

View full text Add to dashboard Cite

show abstract

“…It is valuable and logical to adapt the lens of SDL to HE (Carey, 2013). Especially the co-creation approach arising within SDL framework is an opportunity for HEIs to address the complexity and dynamics of their service offerings (Goi et al, 2022). In this sense, Dziewanowska (2017) considers four of the 11 premises of the SDL (Vargo and Lusch, 2016) as being particularly related to the HE: FP (4)-operant resources (i.e., skills and knowledge) are main sources of the benefit; FP (6)-value is co-created by the attendance of various actors, always involving the beneficiary; FP (7)-actors cannot deliver value, but take part in the creation and offering of the value offerings; and FP ( 9)-research integrators are all social and economic actors.…”

Section: 2service-dominant Logic In Higher Educationmentioning

confidence: 99%

A Systematic Literature Review: Are Students Customers, or not?

İşlek,

Kocaman

2024

Abant Sosyal Bilimler Dergisi

View full text Add to dashboard Cite

There has been a longstanding debate over whether students are customers. Nevertheless, there is still a complexity about who the students are and their role. This theme-based systematic literature review seeks to enrich the discourse on students through a comprehensive and detailed review of 86 papers from 2006-2022. Our review provides a comprehensive and up-to-date overview of the relevant debate, establishes an agenda to encourage research, and exhibits favorable outcomes for practitioners. We found that the role of students has been transformed from a passive audience to an active participant in the co-creation of educational service experience in the long term. Consequently, viewing students as co-creators of value would be more appropriate rather than treating them as customers or service users.

show abstract