IDEAS home Printed from https://ideas.repec.org/a/inm/orserv/v9y2017i1p74-90.html
   My bibliography  Save this article

Determining Service Value: Exploring the Link Between Value Creation and Service Evaluation

Author

Listed:
  • Francesca Foglieni

    (Design Department, Politecnico di Milano, 20133 Milan, Italy)

  • Stefan Holmlid

    (Department of Computer and Information Science, Linköping University, 581 83 Linköping, Sweden)

Abstract

Starting from the evolution of the service-dominant logic and critiques emerging from this, the purpose of this paper is to explore the link between value creation and service evaluation in order to understand what can be evaluated in a service, when and from which perspective, to ascertain its value. Even though in theory of service logic there is a quite clear understanding of service value creation dynamics, a reflection is missing on how to measure that value. The authors thus take on the concept of service evaluation as a further development of service logic, introducing a possible way to approach it. Bridging service logic studies and evaluation studies in the field of social sciences, this paper identifies temporal aspects of service evaluation, and possible evaluation objects and objectives that are meaningful for the service provider in value-facilitation activities and for the service user in value-creation activities. A framework is developed and some considerations are done upon shifting the reflection on value creation from theory to an evaluation practice.

Suggested Citation

  • Francesca Foglieni & Stefan Holmlid, 2017. "Determining Service Value: Exploring the Link Between Value Creation and Service Evaluation," Service Science, INFORMS, vol. 9(1), pages 74-90, March.
    • Handle: RePEc:inm:orserv:v:9:y:2017:i:1:p:74-90
    DOI: 10.1287/serv.2016.0164
    as

    Download full text from publisher

    File URL: https://doi.org/10.1287/serv.2016.0164
    Download Restriction: no
    File URL: https://libkey.io/10.1287/serv.2016.0164?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    2. Puccinelli, Nancy M. & Goodstein, Ronald C. & Grewal, Dhruv & Price, Robert & Raghubir, Priya & Stewart, David, 2009. "Customer Experience Management in Retailing: Understanding the Buying Process," Journal of Retailing, Elsevier, vol. 85(1), pages 15-30.
    3. Meynhardt, Timo & Chandler, Jennifer D. & Strathoff, Pepe, 2016. "Systemic principles of value co-creation: Synergetics of value and service ecosystems," Journal of Business Research, Elsevier, vol. 69(8), pages 2981-2989.
    4. Vargo, Stephen L. & Maglio, Paul P. & Akaka, Melissa Archpru, 2008. "On value and value co-creation: A service systems and service logic perspective," European Management Journal, Elsevier, vol. 26(3), pages 145-152, June.
    5. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
    6. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    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. 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.
    2. Kolomoyets, Yuliya & Dickinger, Astrid, 2023. "Understanding value perceptions and propositions: A machine learning approach," Journal of Business Research, Elsevier, vol. 154(C).

    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. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    2. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    3. Re, Beatrice & Magnani, Giovanna, 2022. "Value co-creation in circular entrepreneurship: An exploratory study on born circular SMEs," Journal of Business Research, Elsevier, vol. 147(C), pages 189-207.
    4. Jafari, Hamid & Nyberg, Anna & Osnes, Tone-Lise & Schmitz, Annika, 2015. "Customization in bicycle retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 77-90.
    5. Yar Hamidi, Daniel & Machold, Silke, 2020. "Governance, boards and value co-creation: Changing perspectives towards a service dominant logic," European Management Journal, Elsevier, vol. 38(6), pages 956-966.
    6. Lamya Benamar & Christine Balagué & Zeling Zhong, 2020. "Internet of Things devices appropriation process : the Dynamic Interactions Value Appropriation (DIVA) framework," Post-Print hal-02376414, HAL.
    7. Surabhi Koul & Sahil Singh Jasrotia & Hari Govind Mishra, 2022. "Value Co-creation in Sharing Economy: Indian Experience," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 13(1), pages 387-405, March.
    8. Benamar, Lamya & Balagué, Christine & Zhong, Zeling, 2020. "Internet of Things devices appropriation process: The Dynamic Interactions Value Appropriation (DIVA) framework," Technovation, Elsevier, vol. 89(C).
    9. Yrjölä, Mika & Rintamäki, Timo & Saarijärvi, Hannu & Joensuu, Johanna & Kulkarni, Gauri, 2019. "A customer value perspective to service experiences in restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 91-101.
    10. Best, Bernadette & Miller, Kristel & McAdam, Rodney & Maalaoui, Adnane, 2022. "Business model innovation within SPOs: Exploring the antecedents and mechanisms facilitating multi-level value co-creation within a value-network," Journal of Business Research, Elsevier, vol. 141(C), pages 475-494.
    11. 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.
    12. Joy, Annamma & Wang, Jeff Jianfeng & Chan, Tsang-Sing & Sherry, John F. & Cui, Geng, 2014. "M(Art)Worlds: Consumer Perceptions of How Luxury Brand Stores Become Art Institutions," Journal of Retailing, Elsevier, vol. 90(3), pages 347-364.
    13. da Silva, Agostinho & Almeida, Isabel, 2020. "Towards INDUSTRY 4.0 | a case STUDY in ornamental stone sector," Resources Policy, Elsevier, vol. 67(C).
    14. Tracy Harkison & Nigel Hemmington & Kenneth F. Hyde, 2018. "Luxury accommodation – significantly different or just more expensive?," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 17(4), pages 231-243, August.
    15. Adilson Borges & Felipe Pantoja & Patricia Rossi & Amanda Yamim, 2020. "If I Touch It, I will Like It! The Role of Tactile Inputs on Gustatory Perceptions of Food Items," Post-Print hal-02507986, HAL.
    16. Kim, Sehoon & Connerton, Timothy Paul & Park, Cheongyeul, 2022. "Transforming the automotive retail: Drivers for customers' omnichannel BOPS (Buy Online & Pick up in Store) behavior," Journal of Business Research, Elsevier, vol. 139(C), pages 411-425.
    17. Francesco Polese & Luca Carrubbo & Francesco Caputo & Debora Sarno, 2018. "Managing Healthcare Service Ecosystems: Abstracting a Sustainability-Based View from Hospitalization at Home (HaH) Practices," Sustainability, MDPI, vol. 10(11), pages 1-15, October.
    18. 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).
    19. Razmdoost, Kamran & Alinaghian, Leila & Smyth, Hedley J., 2019. "Multiplex value cocreation in unique service exchanges," Journal of Business Research, Elsevier, vol. 96(C), pages 277-286.
    20. Plé, Loïc & Demangeot, Catherine, 2020. "Social contagion of online and offline deviant behaviors and its value outcomes: The case of tourism ecosystems," Journal of Business Research, Elsevier, vol. 117(C), pages 886-896.

    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:inm:orserv:v:9:y:2017:i:1:p:74-90. 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: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.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.