Expanding Understanding of Service Exchange and Value Co-Creation_A Social Construction Approach_JAMS.pdf (222.44 kB)
Expanding understanding of service exchange and value co-creation: a social construction approach
journal contribution
posted on 2013-03-11, 13:00 authored by Bo Edvardsson, Bard Tronvoll, Thorsten GruberThorsten GruberAccording to service-dominant logic (S-D logic),
all providers are service providers, and service is the
fundamental basis of exchange. Value is co-created with
customers and assessed on the basis of value-in-context.
However, the extensive literature on S-D logic could
benefit from paying explicit attention to the fact that both
service exchange and value co-creation are influenced by
social forces. The aim of this study is to expand
understanding of service exchange and value co-creation
by complementing these central aspects of S-D logic with
key concepts from social construction theories (social
structures, social systems, roles, positions, interactions,
and reproduction of social structures). The study develops
and describes a new framework for understanding how the
concepts of service exchange and value co-creation are
affected by recognizing that they are embedded in social
systems. The study contends that value should be understood
as value-in-social-context and that value is a social
construction. Value co-creation is shaped by social forces,
is reproduced in social structures, and can be asymmetric
for the actors involved. Service exchanges are dynamic, and actors learn and change their roles within dynamic service
systems.
History
School
- Business and Economics
Department
- Business
Citation
EDVARDSSON, B., TRONVOLL, B. and GRUBER, T., 2011. Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the Academy of Marketing Science, 39, pp. 327 - 339.Publisher
Springer © Academy of Marketing ScienceVersion
- AM (Accepted Manuscript)
Publication date
2011Notes
This article was published in the Journal of the Academy of Marketing Science [Springer © Academy of Marketing Science] and the the definitive version is available at: http://dx.doi.org/10.1007/s11747-010-0200-yISSN
0092-0703Publisher version
Language
- en