The Role of Customer-Task Fit Between Service Interaction and Value Co-Creation

Hong, Liang; Yu, Hongyan; Yu, Yubing; Liang, Peipei; Xu, Jia

doi:10.4018/jgim.20211101.oa44

Cited by 6 publications

(4 citation statements)

References 49 publications

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“…According to the S-D Logic, marketing is shifting from a "good-dominant" perspective that focuses on transactions of tangible goods to a "servicedominant" perspective that emphasizes intangible resources and relationships as the fundamental source of creating value (Vargo and Lusch, 2008). Moreover, the S-D logic perspective views customers as the central actors of value creation during the service exchange process (Gr€ onroos and Voima, 2013;Hong et al, 2021). Since the S-D logic was proposed, scholars have widely adopted this perspective and explored the customers' active role in co-creating value in the service delivery process (e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Wang

Chiu

2022

IJSMS

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PurposeThis study examined the relationships between service encounter, perceived value, and repurchase intention in the fitness service sector through the theoretical lens of service-dominant logic. In addition, the mediating role of perceived value and the moderating role of service innovativeness were examined.Design/methodology/approachParticipants (n = 806) were drawn from fitness center customers in Taiwan using a convenience sampling technique. Partial least square structural equation modeling was used to test the hypotheses in the research model.FindingsThe results showed that service encounter had a positive impact on perceived value, which in turn affected repurchase intention. Moreover, the full mediating effect of perceived value was identified in the relationship between service encounter and repurchase intention. In addition, service innovativeness positively moderated the effect of service encounter on repurchase intention.Originality/valueThis study provides empirical evidence on the impact of staff-customer interactions (i.e. service encounter) on customers' perceptions and behaviors and identifies the critical role of perceived value as a mediating mechanism as well as a facilitating role of service innovativeness in enhancing repurchase intention.

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Section: Literature Reviewmentioning

confidence: 99%

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Wang

Chiu

2022

IJSMS

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“…Additionally, the company fulfilled its commitment to purchase the remaining raw grain at a higher market price standard, which gradually gained the trust of more farmers and customers, leading to increased participation in the business activities. Moreover, individuals frequently evaluate the alignment between their personal values and the organization's mission when making decisions (Hong et al, 2021). Stakeholders perceive that the company conveys the value of sustainability through its engagement in social good or environmental protection.…”

Section: Resultsmentioning

confidence: 99%

Exploration and exploitation of multiple values: The dynamic evolution process of sustainable entrepreneurship in Chinese digital platform corporates

Li,

Long

2023

Sustainable Development

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As a booster of entrepreneurship and innovation, digital technologies are gradually unlocking their transformative potential to mitigate and address major environmental and social problems, together with the platform connecting stakeholders, they offer new opportunities for value co‐creation. While the digital sustainable entrepreneurship framework, encompassing opportunity recognition and exploiting process, is still in the preliminary exploration. The article focalize the digital platform application cases of four sustainable start‐ups and attempts to deconstruct the process of digital sustainable entrepreneurship grounded in the dynamic capability theory. The results indicate that the company integrates the identification of sustainability issues and prediction of heterogeneous needs into multiple opportunity perception, thus establishing stakeholder identification and psychological empowerment to reserve implicit resources, so as to realize the creation of mixed value based on digital platform construction and interaction. The process of “perception–accumulation–co‐creation” presents an alternating cycle of evolution. The results provide support for sustainable entrepreneurship by highlighting the role of dynamic capability as action potentials connected with digital platforms, which in turn foster the study of digital innovation management.

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“…In Services 5.0, customers play an active role in the design and delivery of services through co-creation [283]. This is facilitated by social media and collaborative tools that allow customers to provide feedback and suggestions in real-time.…”

Section: Business Innovation Servicesmentioning

confidence: 99%

Autonomous and Sustainable Service Economies: Data-Driven Optimization of Design and Operations through Discovery of Multi-Perspective Parameters

Alahmari,

Mehmood,

Alzahrani

et al. 2023

Sustainability

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The rise in the service economy has been fueled by breakthroughs in technology, globalization, and evolving consumer patterns. However, this sector faces various challenges, such as issues related to service quality, innovation, efficiency, and sustainability, as well as macro-level challenges such as globalization, geopolitical risks, failures of financial institutions, technological disruptions, climate change, demographic shifts, and regulatory changes. The impacts of these challenges on society and the economy can be both significant and unpredictable, potentially endangering sustainability. Therefore, it is crucial to comprehensively study services and service economies at both holistic and local levels. To this end, the objective of this study is to develop and validate an artificial-intelligence-based methodology to gain a comprehensive understanding of the service sector by identifying key parameters from the academic literature and public opinion. This methodology aims to provide in-depth insights into the creation of smarter, more sustainable services and economies, ultimately contributing to the development of sustainable future societies. A software tool is developed that employs a data-driven approach involving the use of word embeddings, dimensionality reduction, clustering, and word importance. A large dataset comprising 175 K research articles was created from the Scopus database, and after analysis, 29 distinct parameters related to the service sector were identified and grouped into 6 macro-parameters: smart society and infrastructure, digital transformation, service lifecycle management, and others. The analysis of over 112 K tweets collected from Saudi Arabia identified 11 parameters categorized into 2 macro-parameters: private sector services and government services. The software tool was used to generate a knowledge structure, taxonomy, and framework for the service sector, in addition to a detailed literature review based on over 300 research articles. The conclusions highlight the significant theoretical and practical implications of the presented study for autonomous capabilities in systems, which can contribute to the development of sustainable, responsible, and smarter economies and societies.

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The Role of Customer-Task Fit Between Service Interaction and Value Co-Creation

Cited by 6 publications

References 49 publications

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Exploration and exploitation of multiple values: The dynamic evolution process of sustainable entrepreneurship in Chinese digital platform corporates

Autonomous and Sustainable Service Economies: Data-Driven Optimization of Design and Operations through Discovery of Multi-Perspective Parameters

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