A4 Article in conference proceedings
Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems : A Structured Literature Review (2020)

Li, M., & Tuunanen, T. (2020). Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems : A Structured Literature Review. In Proceedings of the 53rd Hawaii International Conference on System Sciences (HICSS 2020) (pp. 1145-1154). University of Hawai'i at Manoa. Proceedings of the Annual Hawaii International Conference on System Sciences. https://doi.org/10.24251/HICSS.2020.143

JYU authors or editors

Publication details

All authors or editors: Li, Mengcheng; Tuunanen, Tuure

Parent publication: Proceedings of the 53rd Hawaii International Conference on System Sciences (HICSS 2020)

Conference:

Place and date of conference: Grand Wailea, Maui, HI, USA, 7.-10.1.2020

ISBN: 978-0-9981331-3-3

Journal or series: Proceedings of the Annual Hawaii International Conference on System Sciences

ISSN: 1530-1605

eISSN: 2572-6862

Publication year: 2020

Pages range: 1145-1154

Publisher: University of Hawai'i at Manoa

Publication country: United States

Publication language: English

DOI: https://doi.org/10.24251/HICSS.2020.143

Persistent website address: http://hdl.handle.net/10125/63882

Publication open access: Openly available

Publication channel open access: Open Access channel

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/77024

Abstract

This paper investigates resource integration and social interaction as the two core processes of value co-creation and co-destruction in a service system. We applied a structured literature review as our research methodology to develop a framework to depict the components of value co-creation and co-destruction processes and to understand the behavioral drivers of service system actors as well as the positive and negative value outcomes derived through resource integration and social interaction. By analyzing the 51 papers that meet the inclusion criteria, we found that actors’ engagement in value creation process are motivated by different behavioral drivers. Then, applying resource integration, and more specifically, access, matching, and resourcing, actors interact through social interaction employing communication, dialogue, and trust contribute to the dynamic process of value co-creation and co-destruction embedded on context-based practices, which leads to actors’ unique perceived value outcomes.

Keywords: electronic services; service production; service systems; value creation; agents (actors); social interaction; literature surveys

Free keywords: Digital Services and The Digitalization of Services; co-destruction behavior; service systems; structured literature review; value co-creation

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2021

JUFO rating: 1