Pinho - Value Co-creation In Complex Services

Question 1

Definition value co-creation

Answer 1

Benefit realized from integration of resources through activities and interaction with collaborators in the customer’s network -> multiple actors service networks

• > value in exchange = produced by firms and distributed to the market
• > value in use = created through joint resource integration -> SDL

Question 2

Three types of interdependencies among actors

Answer 2

1 - dynamic role ID -> value co-creation is interactive and no fixed roles for actors, creator and beneficiary may switch
2 - temporal ID -> actual benefit depends on actions of actors beforehand
3 - self ID -> each actor is also a beneficiary of own actions

Question 3

Value Co-Creation Factors

Answer 3

= resource integrating activities between customer and provider & among many actors in the network
1 - information quality (availability, accessibility, reliability, prevent mistakes)
2 - actor collaboration (communication between actors & self-management)

Question 4

Value Co-Creation Outcomes

Answer 4

Result of resource integration activities, driven by co-creation factors
May benefit all actors in the service system/network