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Transformative service networks: cocreated value as well-being

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  • Hulda G. Black
  • Andrew S. Gallan

Abstract

Fundamental to emerging theories of value cocreation is a developing awareness that value emerges in networks. Service networks form to address issues for those in need, and value is conceived differently by the various constituents in the network. To represent this reality, a core service interaction, the reason for the construction of the network, is evaluated based upon a typology of value-creating interaction styles. Next, the potential impact on transformative value cocreation of various relationships in a service network is explored. To illustrate value cocreation from a network perspective, this paper develops research propositions assessing cocreated value in a health service network. Network factors regarding the structural and relationship properties of networks that advance the theory of value cocreation are proposed. Finally, suggestions for managers include ways to engage service network entities to enhance communication to foster a balanced, mutualistic relationship that optimizes cocreated value. Organizations need to better identify and activate customers' support networks in order to facilitate enhanced collaboration and communication.

Suggested Citation

  • Hulda G. Black & Andrew S. Gallan, 2015. "Transformative service networks: cocreated value as well-being," The Service Industries Journal, Taylor & Francis Journals, vol. 35(15-16), pages 826-845, November.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:826-845
    DOI: 10.1080/02642069.2015.1090978
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    References listed on IDEAS

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    1. Dolan, Paul & Layard, Richard & Metcalfe, Robert, 2011. "Measuring subjective well-being for public policy," LSE Research Online Documents on Economics 35420, London School of Economics and Political Science, LSE Library.
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    2. Linda D. Hollebeek & Moira K. Clark & Wafa Hammedi & René Arvola, 2021. "Cocreated brand value: theoretical model and propositions," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 413-428, July.
    3. Vieira, Alessandro Diogo & Leite, Higor & Volochtchuk, Ana Vitória Lachowski, 2022. "The impact of voice assistant home devices on people with disabilities: A longitudinal study," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    4. Le Nguyen Hau & Pham Ngoc Tram Anh & Pham Ngoc Thuy, 2017. "The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 253-277, June.
    5. Temerak, M.S. & Winklhofer, H. & Hibbert, S.A., 2018. "Facilitating customer adherence to complex services through multi-interface interactions: The case of a weight loss service," Journal of Business Research, Elsevier, vol. 88(C), pages 265-276.
    6. Andrew S. Gallan & Anu Helkkula, 2022. "Cocreating transformative value propositions with customers experiencing vulnerability during humanitarian crises," AMS Review, Springer;Academy of Marketing Science, vol. 12(1), pages 85-101, June.
    7. Valtteri Kaartemo & Helena Känsäkoski, 2018. "Information and Knowledge Processes in Health Care Value Co-Creation and Co-Destruction," SAGE Open, , vol. 8(4), pages 21582440188, December.
    8. Alessia Anzivino & Marta Galli & Roberta Sebastiani, 2021. "Addressing Tensions and Paradoxes in Sustainable Wine Industry: The Case of the Association “Le Donne Del Vino”," Sustainability, MDPI, vol. 13(8), pages 1-19, April.
    9. Finsterwalder, Jörg & Kuppelwieser, Volker G., 2020. "Intentionality and transformative services: Wellbeing co-creation and spill-over effects," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    10. McColl-Kennedy, Janet R. & Danaher, Tracey S. & Gallan, Andrew S. & Orsingher, Chiara & Lervik-Olsen, Line & Verma, Rohit, 2017. "How do you feel today? Managing patient emotions during health care experiences to enhance well-being," Journal of Business Research, Elsevier, vol. 79(C), pages 247-259.
    11. Léa Cauchard, 2021. "Quand le numérique crée une expérience de vulnérabilité : l’apport de la Théorie du Care," Post-Print hal-03544583, HAL.
    12. Yu Zhou & Shanshan Shi & Shaohua Wang, 2022. "A Multi-Agent Model-Based Evolutionary Model of Port Service Value Network and Decision Preferences," Sustainability, MDPI, vol. 14(6), pages 1-18, March.
    13. Le Nguyen Hau, 2019. "The role of customer operant resources in health care value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 457-478, September.
    14. Vo Thi Ngoc Thuy & Hoang Doan Phuong Thao, 2017. "Impact of students’ experiences on brand image perception: the case of Vietnamese higher education," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(2), pages 217-251, June.
    15. Zhang, Yu & Su, Jiafu & Guo, Honggui & Lee, Jeoung Yul & Xiao, Yan & Fu, Mingqiu, 2022. "Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    16. McColl-Kennedy, Janet R. & Cheung, Lilliemay & Coote, Leonard V., 2020. "Tensions and trade-offs in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 655-666.
    17. Parsons, Elizabeth & Kearney, Treasa & Surman, Emma & Cappellini, Benedetta & Moffat, Sue & Harman, Vicki & Scheurenbrand, Klara, 2021. "Who really cares? Introducing an ‘Ethics of Care’ to debates on transformative value co-creation," Journal of Business Research, Elsevier, vol. 122(C), pages 794-804.

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