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Exploring the Value Co-Creation Activities of HR professionals in an HR shared service center

Valk, F. (2017) Exploring the Value Co-Creation Activities of HR professionals in an HR shared service center.

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Abstract:There is a considerable gap between the high rating of importance and the lower rating of knowledge on co-creation (Bowen, 2016). Just as in marketing research, it is stated that value is created by the recipient of the product or service – the employee – and that the value of that product or service is co-created by the supplier, ‘the HR professional’. However, there is a lack of knowledge on how HR professionals can co-create value. To obtain more insight, fifteen employees were observed to see in which ways HR professionals could co-create value of HR services for employees. In addition, questionnaires were conducted in order to measure the satisfaction of value creators about the provided services. Because the satisfaction level were linked to the applied co-creation activities, this study points out which co-creation activities should be adopt by HR professionals in order to co-create value. The research demonstrates that when HR professionals personalize a service, provide personal resources, integrate actions of stakeholders or empower the employee in the co-creation process, it could all contribute to value creation. When HR professionals created a weak relational interaction, it will lead to dissatisfaction. Therefore, relational interaction will also contribute to value creation of HR services.
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/73216
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