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

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journal contribution
posted on 11.03.2013, 13:00 by Bo Edvardsson, Bard Tronvoll, Thorsten Gruber
According 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 Science

Version

AM (Accepted Manuscript)

Publication date

2011

Notes

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-y

ISSN

0092-0703

Language

en

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