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The enactment of socially embedded service systems: Fear and resourcing in the London Borough of Sutton
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Høyskolen i Hedmark.ORCID iD: 0000-0002-5605-9285
2012 (English)In: European Management Journal, ISSN 0263-2373, Vol. 35, no 5, 427-437 p.Article in journal (Refereed) Published
Abstract [en]

Recognising the importance of value-creating systems in action is vital for understanding how value is co-created through resource integration and mutual service provision. Value-creating systems are inherently dynamic and grounded in on-going human action. This article adopts structuration and enactment theory to enhance insights into how complex systems enable value co-creation. The concept of embeddedness (structural, cultural, political and cognitive) clarifies the duality of complex service system structures, in which behaviour and structure are intertwined through a process of socialisation. Actors in a complex service system act on the surrounding context and interpret the contextual responses of their actions through a sense-making process. The sense-making process then influences an actor’s mental models of the value that has been co-created, which implies a complex service system that has been socially constructed through negotiation and consensually validated through its own enactment. This study applies the framework to a case setting focused on fear of crime in the London Borough of Sutton.

Place, publisher, year, edition, pages
2012. Vol. 35, no 5, 427-437 p.
Keyword [en]
Service system, Structuration theory, Enactment theory, Value co-creation
National Category
Business Administration
URN: urn:nbn:se:kau:diva-29293DOI: 10.1016/j.emj.2012.06.002ISI: 000309303300004OAI: diva2:653784
Available from: 2013-10-05 Created: 2013-10-05 Last updated: 2015-08-07Bibliographically approved
In thesis
1. Fit in to stand out: An experience perspective on value creation
Open this publication in new window or tab >>Fit in to stand out: An experience perspective on value creation
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

In order to grow and survive, a firm must create value with consumers in ways that both fit in with consumer demands and stand out from competitors. Focusing on and understanding consumer and firm assessments of value and creation of value has become a central scope in the contemporary strategic management and marketing literature for understanding and explaining firm survival and success. Consequently, the overall aim of this thesis is to provide a conceptually and empirically grounded understanding of consumers’ and managers’ value assessments and behavior in value creation.

This thesis draws on a consumer experience perspective and theories on social construction, organizational identity, self-congruence, and the theory of attractive quality, and combines multiple qualitative and quantitative studies. The findings in this thesis shed light on the interplay between consumers, firms, and contextual structures in value creation. Contextual structural, cultural, and political forces are shown to affect and be affected by the shared and individual cognitions of value creation that firms and consumers use in their assessment and creation value.

The results of the study enhance the understanding of how firms can adopt various strategic schemas or organizing logics to optimize different types of use value creation when choosing between opposing and contradictive demands in their value creation. Furthermore, the thesis provides a deeper understanding of the hierarchical nature of consumer judgments of value that can be used to enhance the effectiveness of firm prioritizations and as a foundation for future value-creating strategies.

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2014. 110 p.
Karlstad University Studies, ISSN 1403-8099 ; 2014:44
use value, consumer experiences, value creation, strategic schemas, attractive quality
National Category
Business Administration
Research subject
Business Administration
urn:nbn:se:kau:diva-33398 (URN)978-91-7063-579-3 (ISBN)
Public defence
2014-09-23, Agardhsalen, 1D 257, Karlstad, 13:00 (English)
Available from: 2014-09-02 Created: 2014-08-15 Last updated: 2016-06-01Bibliographically approved

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