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Developing a holistic understanding of service delivery and value (co-)creation in order to improve value (co-)creation processes and value propositions of service providers.

Leemreize, J.P. (2015) Developing a holistic understanding of service delivery and value (co-)creation in order to improve value (co-)creation processes and value propositions of service providers.

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Abstract:The goal of this research is to present a deeper understanding of value (co-) creation in service settings. We complement to the existing literature by presenting a newly-developed holistic understanding of value (co-) creation, based on an integration of the three existing models on value creation of Zeithaml, Parasuraman & Berry (1990), Grönroos (2011) and Lovelock & Gummesson (2004). This integration has resulted into a threefold of subsequent processes that are able to explain value (co-) creation in a holistic manner: (1) The service interaction process; (2) the co-creation process and; (3) the value-in-use facilitation process. In turn, a practical instrument was developed in order to give the holistic understanding practical applicability as well. The instrument consists of both quantitative as well as qualitative measurements resulting out of the mixed methods approach of this study. The measurements allow firms to assess value attribute importance and the gap between the customer’s perception and expectation through the three distinguished processes. This enables service providers to improve their (knowledge on) customer value creation and, subsequently, to improve their value propositions by doing so.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/67187
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