IDEAS home Printed from https://ideas.repec.org/a/ttu/rebcee/54.html

Designing a Business Service experience: Customer's Perspective on Value Co-creation

Author

Listed:
  • Jana Kukk

    (Tallinn School of Economics and Business Administration, Tallinn University of Technology)

  • Anu Leppiman

    (Tallinn School of Economics and Business Administration, Tallinn University of Technology)

  • Anneli Pohjola

    (Faculty of Social Sciences, University of Lapland)

Abstract

Research on value creation in knowledge-intensive business services (KIBS) has grown in recent years. The problem-solving nature of KIBS often results in a situation where a service is delivered under the conditions of information asymmetry between buyer and seller, which successively influences value formation in KIBS.This paper provides an overview of the results of our empirical research in the field of service design, specifically focusing on value co-creation in KIBS. While scholarship in the field reveals a great deal of interest in the concept of value creation, the existing body of knowledge on service-dominant logic lacks empirical data on value co-creation, and therefore, does not provide adequate practical advice or insights for service designers. This study addresses this gap in the research and aims to identify the key elements of the value formation process in business services.

Suggested Citation

  • Jana Kukk & Anu Leppiman & Anneli Pohjola, 2014. "Designing a Business Service experience: Customer's Perspective on Value Co-creation," Research in Economics and Business: Central and Eastern Europe, Tallinn School of Economics and Business Administration, Tallinn University of Technology, vol. 6(1).
    • Handle: RePEc:ttu:rebcee:54
    as

    Download full text from publisher

    File URL: http://www.rebcee.eu/index.php/REB/article/download/54/50
    Download Restriction: no
    File URL: http://www.rebcee.eu/index.php/REB/article/view/54
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Pim Den Hertog, 2000. "Knowledge-Intensive Business Services As Co-Producers Of Innovation," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 4(04), pages 491-528.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. repec:hig:wpaper:100sti2019 is not listed on IDEAS

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Agnieszka Wojtczuk-Turek, 2017. "In Search of Key HR Practices for Improvement of Productivity of Employees in the KIBS Sector," Contemporary Economics, Vizja University, vol. 11(1), March.
    2. Caloffi, Annalisa & Freo, Marzia & Ghinoi, Stefano & Mariani, Marco & Rossi, Federica, 2022. "Assessing the effects of a deliberate policy mix: The case of technology and innovation advisory services and innovation vouchers," Research Policy, Elsevier, vol. 51(6).
    3. Miozzo, Marcela & Desyllas, Panos & Lee, Hsing-fen & Miles, Ian, 2016. "Innovation collaboration and appropriability by knowledge-intensive business services firms," Research Policy, Elsevier, vol. 45(7), pages 1337-1351.
    4. Tor Helge Aas & Karl Joachim Breunig & Katja Maria Hydle, 2017. "Exploring New Service Portfolio Management," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(06), pages 1-31, August.
    5. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    6. André Dumas TSAMBOU & Zié Ballo & Simplice A. Asongu, 2026. "Adoption of Technological and Non-technological Innovation in Manufacturing and Service Firms," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 17(2), pages 5910-5944, April.
    7. Yeoh Khar Kheng & Sethela June, 2016. "Fostering the Innovative Work Behavior of Knowledge Workers in Malaysia’s Knowledge Intensive Business Services: A Social Capital Perspective," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 7(3), pages 162-169.
    8. Hidalgo, Antonio & D'Alvano, Luigi, 2014. "Service innovation: Inward and outward related activities and cooperation mode," Journal of Business Research, Elsevier, vol. 67(5), pages 698-703.
    9. Muhammad Jahanzaib Yousaf & Qamar Ali, 2018. "Impact of Knowledge Management on Innovation: Evidence from a South Asian Country," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 17(03), pages 1-18, September.
    10. Charlotte Keijser & Michiko Iizuka, 2018. "Looking Beyond Global Value Chains in Capacity Development: The Case of the IT-Enabled Service (ITES) Sector in South Africa," The European Journal of Development Research, Palgrave Macmillan;European Association of Development Research and Training Institutes (EADI), vol. 30(3), pages 442-461, July.
    11. Seungil Yum, 2019. "The interaction between knowledge-intensive business services and urban economy," The Annals of Regional Science, Springer;Western Regional Science Association, vol. 63(1), pages 53-83, August.
    12. Pim den Hertog & Luis Rubalcaba, 2010. "Policy Frameworks for Service Innovation: A Menu-Approach," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 26, Edward Elgar Publishing.
    13. Ashish Kumar Jha & Indranil Bose, 2021. "Linking Drivers and Outcomes of Innovation in IT Firms: The Role of Partnerships," Information Systems Frontiers, Springer, vol. 23(6), pages 1593-1607, December.
    14. Djellal, Faridah & Gallouj, Faïz & Miles, Ian, 2013. "Two decades of research on innovation in services: Which place for public services?," Structural Change and Economic Dynamics, Elsevier, vol. 27(C), pages 98-117.
    15. Jeroen Content & Nicola Cortinovis & Koen Frenken & Jacob Jordaan, 2022. "The roles of KIBS and R&D in the industrial diversification of regions," The Annals of Regional Science, Springer;Western Regional Science Association, vol. 68(1), pages 29-64, February.
    16. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    17. Klerkx, Laurens & Leeuwis, Cees, 2008. "Matching demand and supply in the agricultural knowledge infrastructure: Experiences with innovation intermediaries," Food Policy, Elsevier, vol. 33(3), pages 260-276, June.
    18. Gibson Meira Oliveira & André Gustavo Carvalho Machado, 2017. "Dynamic of Innovation in Services for Consumers at the Bottom of the Pyramid," Brazilian Business Review, Fucape Business School, vol. 14(6), pages 609-623, November.
    19. Henk Kox, 2001. "Exposure of the business services industry to international competition," CPB Document 10.rdf, CPB Netherlands Bureau for Economic Policy Analysis.
    20. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2019. "Towards a servitization of innovation networks: from traditional innovation networks to public service innovation networks for social innovation," Post-Print halshs-03177975, HAL.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ttu:rebcee:54. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Anneli Kalm (email available below). General contact details of provider: https://edirc.repec.org/data/fettuee.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.