A1 Journal article (refereed)
A transformative value co-creation framework for online services (2019)


Parkinson, J., Mulcahy, R. F., Schuster, L., & Taiminen, H. (2019). A transformative value co-creation framework for online services. Journal of Service Theory and Practice, 29(3), 353-374. https://doi.org/10.1108/JSTP-04-2018-0098


JYU authors or editors


Publication details

All authors or editors: Parkinson, Joy; Mulcahy, Rory Francis; Schuster, Lisa; Taiminen, Heini

Journal or series: Journal of Service Theory and Practice

ISSN: 2055-6225

eISSN: 2055-6233

Publication year: 2019

Volume: 29

Issue number: 3

Pages range: 353-374

Publisher: Emerald

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1108/JSTP-04-2018-0098

Publication open access: Not open

Publication channel open access:

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/67319


Abstract

Purpose:
Online offerings for transformative services create value for consumers, although little research examines the process through which these services deliver this value. The purpose of this paper is to develop a comprehensive framework to capture the complexity of the co-creation of transformative value experienced by the consumers of online transformative services.
Design/methodology/approach:
This paper uses a netnography approach to examine longitudinal data from an online weight management program. In total, this research examines 15,304 posts from 3,149 users, including eight staff users.
Findings:
Consumers integrate a range of social support resources, from informational support to esteem support, which provide a range of benefits such as new ideas and self-efficacy that underpin the different types of value such as epistemic and personal value. The degree of co-created value differs across the consumption experience but culminates over time into transformative value.
Research limitations/implications:
The proposed framework may be useful beyond the weight management and online contexts; however, further work is required in a range of behavioral contexts and other modes of service delivery.
Practical implications:
By understanding the resources consumers integrate and value, co-created services can develop appropriate value propositions to assist in improving consumers’ well-being.
Originality/value:
This research provides a comprehensive framework of the transformative value co-creation process, extending on existing frameworks which examine either the process, value co-creation or the types of value co-created.


Keywords: welfare services; online services; value creation; social support

Free keywords: social support; value co-creation; transformative services; transformative value


Contributing organizations


Ministry reporting: Yes

Reporting Year: 2019

JUFO rating: 1


Last updated on 2021-08-06 at 16:02