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Managing value co-creation in consumer service systems within smart retail settings

Author

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  • Bassano, Clara
  • Piciocchi, Paolo
  • Spohrer, James (Jim) C.
  • Pietronudo, Maria Cristina

Abstract

The study proposes a holistic approach to consumer service systems and “collective intelligence†by investigating the Collective Knowledge Systems (CKSs) and the Social Semantic Web (SSW) platform as enablers for value co-creation. Our paper makes progress exploring on value co-creation within smart retail settings focusing on customer care service. A request management based on semantic web applications improves business processes, exchange relevant information with stakeholders spreading the collected intelligence at multiple levels (consumers, customer service, retailers). Modeling service systems as CKS allows retailers and customers to co-create value that is “semanticized†and exploited as an improvement of the service itself.

Suggested Citation

  • Bassano, Clara & Piciocchi, Paolo & Spohrer, James (Jim) C. & Pietronudo, Maria Cristina, 2018. "Managing value co-creation in consumer service systems within smart retail settings," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 190-197.
    • Handle: RePEc:eee:joreco:v:45:y:2018:i:c:p:190-197
    DOI: 10.1016/j.jretconser.2018.09.008
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    References listed on IDEAS

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    Cited by:

    1. Yang, Defeng & Chen, Xiaoyun & Ma, Baolong & Wei, Haiying, 2022. "When can interaction orientation create more service value? The moderating role of frontline employees' trust in managers and employee deep acting," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
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    3. Pantano, Eleonora & Dennis, Charles & De Pietro, Michela, 2021. "Shopping centers revisited: The interplay between consumers’ spontaneous online communications and retail planning," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    4. 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).
    5. Sarkar, Biswajit & Dey, Bikash Koli, 2023. "Is online-to-offline customer care support essential for consumer service?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    6. Chang, Yu-Wei & Chen, Jiahe, 2021. "What motivates customers to shop in smart shops? The impacts of smart technology and technology readiness," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    7. Tajeddini, Kayhan & Gamage, Thilini Chathurika & Tajdini, Javad & Qalati, Sikandar Ali & Siddiqui, Faiza, 2023. "Achieving sustained competitive advantage in retail and consumer service firms: The role of entrepreneurial orientation and entrepreneurial bricolage," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).

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