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Value co-creation via information and communications technology

Author

Listed:
  • Ana Isabel Polo Peña
  • Dolores María Frías Jamilena
  • Miguel Ángel Rodríguez Molina

Abstract

The aims of the present work centre on determining whether co-created value constitutes a competitive advantage for firms, and whether it is capable of influencing consumer behaviour. Applying the service-dominant logic perspective, the work examines the firm's capabilities in the context of its business-to-customer (B2C) interactions, focusing on information and communications technology (ICT) as a particular driver of value co-creation. Taking this B2C perspective, ICT is measured, from the firm's point of view, and customer perceptions are analysed, using the variables 'value co-creation', 'perceived value' and 'loyalty'. The sample consists of 100 service firms and 572 of their customers. The findings indicate that ICT capabilities have a direct effect on value co-creation, as does value co-creation on perceived value and loyalty.

Suggested Citation

  • Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina, 2014. "Value co-creation via information and communications technology," The Service Industries Journal, Taylor & Francis Journals, vol. 34(13), pages 1043-1059, September.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:13:p:1043-1059
    DOI: 10.1080/02642069.2014.939641
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