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Service dyads: understanding the dynamics of social perspective-taking and value co-creation amidst service problems

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  • Dan Jin

    (University of Tennessee)

Abstract

This research employs the IO–OI model, which posits that internal factors, including frontline employees’ knowledge-sharing and adherence to display rules, alongside external factors such as customer roles and values, shape social perspective-taking. Using a mixed-methods approach, Study 1 used Critical Incident Techniques to explore how frontline actions affect social perspective-taking during service problems; Study 2, employing qualitative grounded theory within an experimental design, delved into customer altruism and egoism dynamics. Findings show increased perspective-taking through knowledge-sharing and customer actions. Strong customer altruism and frontline behaviors enhance value co-creation, encouraging honest feedback. This highlights the impact of knowledge-sharing and customer roles on social perspective-taking in service interactions.

Suggested Citation

  • Dan Jin, 2024. "Service dyads: understanding the dynamics of social perspective-taking and value co-creation amidst service problems," Service Business, Springer;Pan-Pacific Business Association, vol. 18(2), pages 287-313, June.
    • Handle: RePEc:spr:svcbiz:v:18:y:2024:i:2:d:10.1007_s11628-024-00562-2
    DOI: 10.1007/s11628-024-00562-2
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