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Developing a new conceptual framework for experience and value creation

Author

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  • Blanca Hernández-Ortega

    (University of Zaragoza)

  • José L. Franco

    (University of Zaragoza)

Abstract

This article studies the concept of experience and examines its importance in value-creation processes, applying a longitudinal approach. It employs a research method based on developing sixteen propositions about experience and value. Four major contributions are made. First, the article provides a conciliatory conceptualisation to explain what experience is. Second, it identifies three concepts to understand the relationship between experience and value: potential source of value, inductor means and accumulation of value. Third, it distinguishes the role of experience in three value-creation processes: formation, transformation and co-creation. Fourth, it validates the temporal evolution of the conceptual framework.

Suggested Citation

  • Blanca Hernández-Ortega & José L. Franco, 2019. "Developing a new conceptual framework for experience and value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 225-248, June.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:2:d:10.1007_s11628-018-0379-4
    DOI: 10.1007/s11628-018-0379-4
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    References listed on IDEAS

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