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Customer value co-creation in KIBS firms’ new service development: Patterns and antecedents

Author

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  • Susan (Sixue) Jia

    (Shanghai International Studies University, China.)

  • Fei Li

    (Tsinghua University, China.)

Abstract

This paper investigates the patterns and antecedents of customer value co-creation (CVC) in knowledge-intensive business services (KIBS) firms’ new service development (NSD) process. In-depth interviews with three typical KIBS firms were conducted to explore the similarities and differences between firms. Qualitative analysis was then performed to construct a theoretic model regarding patterns and antecedents. Findings suggest that (1) NSD for KIBS is redefined as the development of a new servicing method, or the solution to a new issue which is intangible and highly customized; (2) CVC in KIBS NSD is categorized into customer as co-developer (Pattern 1), customer as definer (Pattern 3), and balanced (Pattern 2); (3) an integrated CVC-NSD model for KIBS is established. The novelty of this study is embodied in the redefinition of NSD for KIBS, as well as the identification of the three CVC patterns and their consequences.

Suggested Citation

  • Susan (Sixue) Jia & Fei Li, 2018. "Customer value co-creation in KIBS firms’ new service development: Patterns and antecedents," International Journal of Business and Social Research, LAR Center Press, vol. 8(1), pages 19-28, January.
    • Handle: RePEc:lrc:larijb:v:8:y:2018:i:1:p:19-28
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    References listed on IDEAS

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    More about this item

    Keywords

    Customer Value Co-Creation; Knowledge-Intensive Business Services; New Service Development;
    All these keywords.

    JEL classification:

    • D47 - Microeconomics - - Market Structure, Pricing, and Design - - - Market Design
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O13 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Agriculture; Natural Resources; Environment; Other Primary Products

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