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Service appropriation: how do customers make the service their own?

Author

Listed:
  • Matthieu Mifsud

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

  • Anne-Sophie Cases

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

  • Gilles N'Goala

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

Abstract

Purpose – The purpose of this paper is to propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon. Design/methodology/approach – A literature review summarizes views of the appropriation concept from various disciplines (human and social sciences, information systems, marketing), reinforced by an exploratory study in the health sector. Findings – Six underlying dimensions of service appropriation emerge: service knowledge; service consciousness; self-adaptation to service; service control; service creation; and psychological ownership of the service. Research limitations/implications – This paper is mainly conceptual and requires empirical testing in other domains to confirm the applicability of the proposed framework. Practical implications – This study offers insights into how service providers and managers should design services and integrate customers in the service coproduction process. Originality/value – The complementary view of appropriation in the context of services defines it as a cognitive, measurable state. The outcome of this approach is an original, integrative framework applied to services, not just spaces or immersive experiences.

Suggested Citation

  • Matthieu Mifsud & Anne-Sophie Cases & Gilles N'Goala, 2015. "Service appropriation: how do customers make the service their own?," Post-Print hal-02011212, HAL.
    • Handle: RePEc:hal:journl:hal-02011212
    DOI: 10.1108/JOSM-04-2015-0136
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    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
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    Cited by:

    1. Martin P. Fritze & Andreas B. Eisingerich & Martin Benkenstein, 2019. "Digital transformation and possession attachment: examining the endowment effect for consumers’ relationships with hedonic and utilitarian digital service technologies," Electronic Commerce Research, Springer, vol. 19(2), pages 311-337, June.
    2. Elisa Monnot & Fanny Reniou & Sarah Lasri, 2023. "Packaging-free products: when retailers and consumers (re/mis) appropriate the packaging functions," THEMA Working Papers 2023-20, THEMA (THéorie Economique, Modélisation et Applications), Université de Cergy-Pontoise.
    3. Mifsud, Matthieu & Molines, Mathieu & Cases, Anne-Sophie & N'Goala, Gilles, 2019. "It's MY health care program: Enhancing patient adherence through psychological ownership," Social Science & Medicine, Elsevier, vol. 232(C), pages 307-315.
    4. Nora Nägele & Benjamin Walter & Philipp Scharfenberger & Daniel Wentzel, 2020. "“Touching” services: tangible objects create an emotional connection to services even before their first use," Business Research, Springer;German Academic Association for Business Research, vol. 13(2), pages 741-766, July.
    5. Danckwerts, Sebastian & Meißner, Lasse & Krampe, Caspar, 2019. "Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 3(3), pages 111-125.
    6. Lamya Benamar & Christine Balagué & Zeling Zhong, 2020. "Internet of Things devices appropriation process : the Dynamic Interactions Value Appropriation (DIVA) framework," Post-Print hal-02376414, HAL.
    7. Benamar, Lamya & Balagué, Christine & Zhong, Zeling, 2020. "Internet of Things devices appropriation process: The Dynamic Interactions Value Appropriation (DIVA) framework," Technovation, Elsevier, vol. 89(C).
    8. Paul Rogers, 2021. "Rented But MINE! Application of Psychological Ownership Theory to Access-Based Consumption and the Circular Economy," Circular Economy and Sustainability,, Springer.
    9. Zeling Zhong & Christine Balagué, 2019. "Understanding Consumer Internet of Things appropriation: a hierarchical component modelling approach," Post-Print hal-02145551, HAL.

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