Determining Service Value: Exploring the Link Between Value Creation and Service Evaluation
Published Online:15 Mar 2017https://doi.org/10.1287/serv.2016.0164
References
- (1991) Managing Brand Equity (Free Press, New York).Google Scholar
- (1995) The development of strategic performance metrics. Engrg. Management J. 7(1):24–32.Crossref, Google Scholar
- (2009) Valutazione e partecipazione. Metodologia per una ricerca interattiva e negozial (FrancoAngeli, Milan).Google Scholar
- (2016) Service design ways to value-in-use. Morelli N, de Götzen A, Grani F, eds. Proc. ServDes 2016 (Aalborg University, Copenhagen), 530–536Google Scholar
- (2006) Creating value-in-use through marketing change logic of relating, communicating and knowing. Marketing Theory 6(3):335–348.Crossref, Google Scholar
- (2010) Il nuovo disegno della ricerca valutativa (Franco Angeli, Milan).Google Scholar
- (1992) Servicescapes: The impact of physical surroundings on customers and employees. J. Marketing 56(April):57–71.Crossref, Google Scholar
- (1994) Encounter satisfaction versus overall satisfaction versus quality: The customer’s voice. Rust RT, Oliver RL, eds. Service Quality: New Directions in Theory and Practice (SAGE Publications, Thousand Oaks, CA), 72–94.Crossref, Google Scholar
- (2016) Ways of seeing the design material of service. Morelli N, de Götzen A, Grani F, eds. Proc. ServDes 2016 (Aalborg University, Copenhagen), 1–13.Google Scholar
- (1991) A multistage model of customers’ assessments of service quality and value. J. Consumer Res. 17(4):375–384.Crossref, Google Scholar
- (2007) User value: Competing theories and models. Internat. J. Design. 1(2):55–63.Google Scholar
- (2011) Contextualization and value-in-context: How context frames exchange. Marketing Theory 11(1):35–49.Crossref, Google Scholar
- (1992) Measuring service quality: A reexamination and extension. J. Marketing 56(3):55–68.Crossref, Google Scholar
- (2005) Evaluation Methodology Basics: The Nuts and Bolts of Sound Evaluation (SAGE Publications, Thousand Oaks, CA).Crossref, Google Scholar
- (2007) Framework of product experience. Internat. J. Design. 1(1):57–66.Google Scholar
- (2011) Expanding understanding of service exchange and value co-creation: A social construction approach. J. Acad. Marketing Sci. 39(2):327–339.Crossref, Google Scholar
- (2016) Service network value co-creation: Defining the roles of the generic actor. Indust. Marketing Management 56(July):51–62.Crossref, Google Scholar
- (1995) Projections onto efficient frontiers: Theoretical and computational extensions to DEA. Working paper, Wharton Financial Institutions Center, The Wharton School, University of Pennsylvania, Philadelphia.Google Scholar
- (2003) Design quality indicator as a tool for thinking. Building Res. Inform. 3(5):318–333.Crossref, Google Scholar
- (1987) The product life cycle: A critical look at the literature. Houston M, ed. Review of Marketing (American Marketing Association, Chicago), 162–194.Google Scholar
- (2009) Customer experience management in retailing: An organizing framework. J. Retail. 85(1):1–14.Crossref, Google Scholar
- (1988) New competition in the service economy: The five rules of service. Internat. J. Oper. Production Management 8(3):9–18.Crossref, Google Scholar
- (1990) Service Management and Marketing: Managing the Moments of Truth in Service Competition (Free Press/Lexington Books, New York).Google Scholar
- (1994) From scientific management to service management. A management perspective for the age of service competition. Internat. J. Service Indust. Management 5(1):5–20.Crossref, Google Scholar
- (2000) Service Management and Marketing: A Customer Relationship Management Approach, 2nd ed. (John Wiley & Sons, New York).Google Scholar
- (2006) Adopting a service logic for marketing. Marketing Theory 6(3):317–333.Crossref, Google Scholar
- (2008) Service logic revisited: Who creates value? And who co-creates? Eur. Bus. Rev. 20(4):298–314.Crossref, Google Scholar
- (2011) Value co-creation in service logic: A critical analysis. Marketing Theory 11(3):279–301.Crossref, Google Scholar
- (2014) The service revolution and its marketing implications: Service logic vs service-dominant logic. Management Service Quality 24(3):206–229.Crossref, Google Scholar
- (2011) Service as business logic: Implications for value creation and marketing. J. Service Management 22(1):5–22.Crossref, Google Scholar
- (2013) Critical service logic: Making sense of value creation and co-creation. J. Acad. Marketing Sci. 41(2):133–150.Crossref, Google Scholar
- (2004) Reconceptualizing customer perceived value—The value of time and place. Management Service Quality 14(2/3):205–215.Crossref, Google Scholar
- (2013) Customer dominant value formation in service. Eur. Bus. Rev. 25(2):104–123.Crossref, Google Scholar
- (2010) A Customer-dominant logic of service. J. Service Management 21(4):531–548.Crossref, Google Scholar
- (2011) Characterising the concept of service experience. J. Service Management 22(3):367–389.Crossref, Google Scholar
- (2010) Circularity of customer service experience and customer perceived value. J. Consumer Behav. 9(1):37–53.Google Scholar
- (2000) Distributed cognition: Toward a new foundation for human-computer interaction research. ACM Trans. Comput.-Human Interaction (TOCHI) 7(2):174–196.Crossref, Google Scholar
- (2003) Research Into Design Management in the Service Sector (University of Westminster, London).Google Scholar
- (2014) One approach to understand design’s value under a service logic. Bohemia E, Rieple A, Liedtka J, Cooper R, eds. Proc. 19th DMI Acad. Design Management Conf. (Design Management Institute, Boston), 2633–2640.Google Scholar
- (2015) Co-creative practices in service innovation. Agarwal R, Selen W, Roos G, Green R, eds. The Handbook of Service Innovation (Springer, London), 545–574.Crossref, Google Scholar
- (2015) Service experience co-creation: Conceptualization, implications, and future research directions. J. Service Management 26(2):182–205.Crossref, Google Scholar
- (1996) The change process of industrialisation, electronising service channels and redesigning organization in the financial sector from the productivity viewpoint. 2nd Internat. Res. Workshop on Service Productivity, April 18–19, Madrid.Google Scholar
- (1999) Objective happiness. Kahneman D, Diener E, Schwarz N, eds. Well-Being: The Foundations of Hedonic Psychology (Russell Sage Foundation, New York), 3–25.Google Scholar
- (2005) Living and thinking about it: Two perspectives on life. Huppert F, Baylis N, Kaverne B, eds. The Science of Wellbeing: Integrating Neurobiology, Psychology, and Social Science (Oxford University Press, Oxford, UK), 285–301.Crossref, Google Scholar
- (2008) Linking S-D logic and marketing practice: Toward a strategic service orientation. Proc. Otago Forum 2 (Dunedin, New Zealand), 214–237.Google Scholar
- (2012) Linking service-dominant logic and strategic business practice: A conceptual model of a service-dominant orientation. J. Service Res. 15(1):21–38.Crossref, Google Scholar
- (2003) Strategic Brand Management: Building, Measuring, and Managing Brand Equity, 2nd ed. (Prentice Hall, Upper Saddle River, NJ).Google Scholar
- (2009) Frameworks for structuring services and customer experiences. Miettinen S, Koivisto M, eds. Designing Services with Innovative Methods (University of Art and Design, Helsinki), 136–149.Google Scholar
- (2016) Institutions as resource context. J. Service Theory Practice 26(2):163–178.Crossref, Google Scholar
- (1995) The nature of customer relationships in services. Swartz TA, Brown DE, Brown SW, eds. Advances in Services Marketing and Management (JAI Press, Greenwich, CT), 141–168.Google Scholar
- (2014) Service-Dominant Logic: Premises, Perspectives, Possibilities (Cambridge University Press, Cambridge, UK).Crossref, Google Scholar
- (2009) The service system is the basic abstraction of service science. Inform. Systems e-Bus. Management 7(4):395–406.Crossref, Google Scholar
- (2005) Encyclopedia of Evaluation (SAGE Publications, Thousand Oaks, CA).Crossref, Google Scholar
- (1991) Better Business by the ABC of Values (Studentlitteratur, Lund, Sweden).Google Scholar
- (2004) Technology as experience. Interactions 11(5):42–43.Crossref, Google Scholar
- (1962) Phenomenology of Perception (Routledge, London).Google Scholar
- (2016) Systemic principles of value co-creation: Synergetics of value and service ecosystems. J. Bus. Res. 69(8):2981–2989.Crossref, Google Scholar
- (1993) Planning and Accomplishing School Centred Evaluation (Peter Francis Publishers, Norfolk, VA).Google Scholar
- (1985) A conceptual model of service quality and its implications for future research. J. Marketing 49(Fall):41–50.Crossref, Google Scholar
- (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail. 64(Spring):12–40.Google Scholar
- (1990) Qualitative Evaluation and Research Methods (SAGE Publications, Newbury Park, CA).Google Scholar
- (2004) Co-creation experiences: The next practice in value creation. J. Interact. Marketing 18(3):5–14.Crossref, Google Scholar
- (2005) Service management evolution. Proc. IST Mobile and Wireless Communications Summit (Dresden, Germany).Google Scholar
- (1996) The value concept and relationship marketing. Eur. J. Marketing 30(2):19–30.Crossref, Google Scholar
- (2003) The one number you need to grow. Harvard Bus. Rev. 81(12):46–55.Google Scholar
- (2004) Evaluation: A Systematic Approach, 7th ed. (SAGE Publications, Thousand Oaks, CA).Google Scholar
- (2006) The twelve different ways for companies to innovate. Sloan Management Rev. 47(3):75–81.Google Scholar
- (1983) The Reflective Practitioner (Basic Books, New York).Google Scholar
- (2001) Institutions and Organizations (SAGE Publications, Thousand Oaks, CA).Google Scholar
- (2006) The SAGE Handbook of Evaluation (SAGE Publications, London).Crossref, Google Scholar
- (2012) Communicating through visualizations: Service designers on visualizing user research. Clatworthy S, Nisula J, Holmlid S, eds. Proc. ServDes 2009 (Oslo School of Architecture and Design, Oslo, Norway), 175–185.Google Scholar
- (2015) Exploring value propositions and service innovation: A service-dominant logic study. J. Acad. Marketing Sci. 43(2):137–158.Crossref, Google Scholar
- (2008) The service system is the basic abstraction of service science. Proc. 41st Hawaii Internat. Conf. System Sci. (HICSS), Waikoloa, HI.Crossref, Google Scholar
- (2012) Customer needing: A challenge for the seller offering. J. Bus. Indust. Marketing 27(2):132–141.Crossref, Google Scholar
- (1987) Plans and Situated Actions: The Problem of Human Machine Communications (Cambridge University Press, Cambridge, UK).Google Scholar
- (2007) Rethinking customer solutions: From product bundles to relational processes. J. Marketing 71(3):1–17.Crossref, Google Scholar
- (2004) Evolving to a new dominant logic for marketing. J. Marketing 68(January):1–17.Crossref, Google Scholar
- (2008) Service-dominant logic: Continuing the evolution. J. Acad. Marketing Sci. 36(1):1–10.Crossref, Google Scholar
- (2011) It’s all B2B…and beyond: Toward a systems perspective of the market. Indust. Marketing Management 40(2):181–187.Crossref, Google Scholar
- (2014) Service-Dominant Logic: Premises, Perspectives, Possibilities (Cambridge University Press, Cambridge, UK).Google Scholar
- (2016) Institutions and axioms: An extension and update of service-dominant logic. J. Acad. Marketing Sci. 44(1):5–23.Crossref, Google Scholar
- (2005) Services in society and academic thought: An historical analysis. J. Macro-Marketing 68(June):42–53.Google Scholar
- (2008) On value and value co-creation: A service systems and service logic perspective. Eur. Management J. 26(3):145–152.Crossref, Google Scholar
- (2015) Institutions in innovation: A service ecosystems perspective. Indust. Marketing Management 44(1):63–72.Crossref, Google Scholar
- (1978) Mind in Society: The Development of Higher Psychological Processes (Harvard University Press, Cambridge, MA).Google Scholar
- (2014) Design for value co-creation: Exploring synergies between design for service and service logic. Service Sci. 6(2):106–121.Link, Google Scholar
- (1991) Customer profiling: Getting into your customer’s shoes. Internat. J. Bank Marketing 9(1):17–24.Google Scholar
- (2015) Extending actor participation in value creation: An institutional view. J. Strategic Marketing 24(3–4):1–17.Google Scholar
- (1996) Know Your Customers—New Approaches to Understanding Customer Value and Satisfaction (Blackwell, Oxford, UK).Google Scholar
- (2013) A value sensitive action-reflection model: Evolving a co-design space with stakeholder and designer prompts. Proc. ACM SIGCHI Conf. (Palais de Congrés de Paris, Paris), 419–428.Crossref, Google Scholar
- (2000) Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. J. Acad. Marketing Sci. 28(1):67–85.Crossref, Google Scholar
- (2006) Services Marketing: Integrating Customer Focus Across the Firm, 4th ed. (McGraw-Hill, Singapore).Google Scholar
- (1990) Delivering Quality Service (Free Press, New York).Google Scholar
- (1951) World Resources and Industries, 2nd ed. (Harper & Brothers, New York).Google Scholar
- (2010) Service design for experience-centric services. J. Service Res. 13(1):67–82.Crossref, Google Scholar
- (2011) NSD processes and practices in experiential services. J. Product Innovation Management 28(1):63–80.Crossref, Google Scholar

