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A 360-degree view of actor engagement in service co-creation

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  • Finsterwalder, Jörg

Abstract

In recent years, discussion surrounding the construct of customer engagement in service research has gained significant attention from academics and practitioners alike. The discussion of engagement, an important topic for service research, has focused on the customer, neglecting the roles of other actors, such as employees, who can play a large part in the value co-creation process. This paper is a call-to-action for academics to include a 360-degree view of engagement into the service research discourse. The employment of a service ecosystems perspective is suggested to include engagement from an actor-to-actor perspective. The objective is to focus on all actors who intend to participate, already actively participate in, or actors who are disengaged from the value co-creation process in such systems.

Suggested Citation

  • Finsterwalder, Jörg, 2018. "A 360-degree view of actor engagement in service co-creation," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 276-278.
    • Handle: RePEc:eee:joreco:v:40:y:2018:i:c:p:276-278
    DOI: 10.1016/j.jretconser.2016.08.005
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    References listed on IDEAS

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    Cited by:

    1. Han, Xiaoyun & Chen, Shuping & Chen, Bing, 2022. "From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. Amin, Muhammad & Shamim, Amjad & Ghazali, Zulkipli & Khan, Imran, 2021. "Employee Motivation to Co-Create Value (EMCCV): Construction and Validation of Scale," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    3. Behnam, Mohsen & Hollebeek, Linda D. & Clark, Moira K. & Farabi, Reza, 2021. "Exploring customer engagement in the product vs. service context," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    4. Ali, Fayaz & Tauni, Muhammad Zubair & Ali, Ayaz, 2022. "The Big Five dyad congruence and compulsive buying: A case of service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    5. Gummerus, Johanna & O'Loughlin, Deirdre & Kelleher, Carol & Peñaloza, Lisa, 2021. "Shifting sands: Actor role and identity reconfigurations in service systems," Journal of Business Research, Elsevier, vol. 137(C), pages 162-169.

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