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Demeanour Co-Creation Value (DCCV): Bi-Directional Practices In Service Encounters
Centrum för tjänsteforskning, Karlstads universitet.
University of Borås, Faculty of Textiles, Engineering and Business. (Sustainable Consumption Research Group)ORCID iD: 0000-0001-9159-4593
2015 (English)In: 22nd Recent Advances in Retailing & Services Science Conference / [ed] Soora Rasouli & Harry Timmermans, 2015Conference paper, (Refereed)
Abstract [en]

This paper explores in-depth what frontline employees actually do when they co-create value in relation to customers. Analyses of data (1 469 short narratives, questionnaire responses, and instances of critical incidents) collected from surveys and interviews in public transport, are used to identify distinct styles of value co-creation. Building on service-dominant (S-D) logic and social practice theory, the authors identify “practice styles”, “value co-creation activities”, and “specific interactions’’ that underlie frontline co-creation of value in relation to people with functional limitations in both face-to-face and ear-to-ear interactions. The authors uncover and structure a list of customer value co-creation activities, in terms of doings and sayings, yielding a typology of seven practice styles and link these to quality in service encounter demeanour. When congruence among these value co-creation styles is displayed the demeanour tends to be associated with higher value and as such should be encouraged by managers and employees. As a consequence this vulnerable segment of customers will have better support in executing their daily transportation. The usefulness of the typology is demonstrated by showing links to quality of life and its potential application to other service encounter settings.

Place, publisher, year, edition, pages
2015.
National Category
Business Administration
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-8388ISBN: 978-90-386-3808-9 (print)OAI: oai:DiVA.org:hb-8388DiVA: diva2:892354
Conference
22nd Recent Advances in Retailing & Services Science Conference, July 27-30, 2015, Montreal, Canada
Available from: 2016-01-10 Created: 2016-01-10 Last updated: 2016-01-10

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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More styles
Language
  • de-DE
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  • en-US
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  • nn-NO
  • nn-NB
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Output format
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