Exploring business-to-business remote service value co-creation – a service recipient perspective

Weissapfel, Hagen (2023) Exploring business-to-business remote service value co-creation – a service recipient perspective. PhD thesis, University of Gloucestershire. doi:10.46289/9WJ28SCA

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The individual actor perspective plays a key role in the value co-creation literature. However, research also recognizes that the individual actor lens is rarely addressed, especially in the business-to-business (B-to-B) context. More specifically, the service recipient perspective has received limited attention, particularly in terms of what value types are important for them and how value is co-created when engaging with the service provider. In a highly involved B-to-B context – that of radiographer and equipment manufacturer – this study attains an understanding of the service recipients’ sensemaking of remote service value co-creation with the service provider in the transformation of service delivery. Using a narrative approach, 19 semi-structured interviews were conducted with service recipients from different companies, as the focal actor, when jointly using remote services with the provider during the service encounter. The study identified the main tasks and participation behaviour, in addition to deriving service recipients’ value types at discrete interaction points and provided four main contributions. Firstly, the variety of respondents added to a more sophisticated understanding of service recipients’ view of their tasks and what value types are derived in joint remote interaction. Secondly, the study explores a novel way to describe the customer process of value co-creation by bringing attention to asynchronous interactions as episodes between discrete interaction points. Thirdly, the derived value types and process of value co-creation demonstrated relationship entanglement for each interaction point. Fourthly, the study extends previous research on value co-creation by focussing on the B-to-B service recipient perspective as an important part of the customer value sphere.

Item Type: Thesis (PhD)
Thesis Advisors:
Thesis AdvisorEmailURL
Ward, Philippapward@glos.ac.ukhttps://www.glos.ac.uk/staff/profile/philippa-ward/
Hanmer-Lloyd, Stuartshlloyd@glos.ac.ukUNSPECIFIED
Uncontrolled Keywords: Service recipient; Remote service; Value-in-use; Process of value co-creation; Customer sphere; Value co-creation
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD58 Organizational behavior, change and effectiveness. Corporate culture
H Social Sciences > HF Commerce > HF5001 Business
Divisions: Schools and Research Institutes > School of Business, Computing and Social Sciences
Depositing User: Susan Turner
Date Deposited: 11 Apr 2024 15:40
Last Modified: 11 Apr 2024 15:41
URI: https://eprints.glos.ac.uk/id/eprint/13939

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