Role constellations in value co-creation: a study of resource integration in an e-government context
2011 (English)Doctoral thesis, comprehensive summary (Other academic)
The contribution of the present thesis is describing and explaining how value is co-created by addressing customer-employee role constellations during service encounters. There is a specific focus on customers’ and employees’ resource integration when co-creating value.
The thesis consists of five separate papers, one of which is a literature review and four are empirical papers. The empirical papers are based on data from the public employment service and the customs service inSweden.
The thesis offers two main contributions; the first of which is to service research by expanding knowledge of resource integration and value co-creation using e-government as the empirical context for outlining customers’ and employees’ value co-creation. The second contribution concerns which roles customers and employees enact during resource integration when value is being co-created. It was found that the roles of the employees were; interactor; customer oriented party, co-creator, and empowered party, while a customer can have the role of information integrator, accessibility needer, dialogue keeper, and/or knowledge transferee. Based on these two contributions, the thesis outlines understandings regarding role constellations in value co-creation. The role constellations suggest that customers and employees enact roles that impact how their resources are integrated.
Finally, the thesis contributes towards building a theory of value co-creation by proposing that the ten foundational premises of S-D logic, together with the four theoretical propositions and the role constellations presented in this thesis, should be seen as an approach to building a theory of value co-creation. Together, these three building blocks offer the following explanation as to what occurs when a customer and an employee co-create value: (1) The ten foundational premises focus on resource integration and value co-creation. (2) The four theoretical propositions offer the explanation that resource integration occurs in the context of roles since a role decides how to use the knowledge and skills. (3) The role constellations give concrete examples of how customers and employees integrate their resources to co-create value.
Place, publisher, year, edition, pages
Karlstad: Karlstad University , 2011. , 106 p.
Karlstad University Studies, ISSN 1403-8099 ; 2011:59
resource integration, value co-creation, customer, employee, role constellation
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-8701ISBN: 978-91-7063-397-3OAI: oai:DiVA.org:kau-8701DiVA: diva2:453192
2011-12-15, 11D257, Agardhsalen, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Företagsekonomi, 651 88 Karlstad, 13:15 (English)
Strandvik, Tore, Professor
Edvardsson, Bo, Professor
List of papers