Journal of Service Theory and Practice: Volume 27 Issue 4

Transcending and bridging co-creation and engagement: conceptual and empirical insights

Jodie Conduit, Tom Chen

Usage center – value cocreation in multi-actor usage processes

Michael Kleinaltenkamp, Carolin Plewa, Siegfried Gudergan, Ingo Oswald Karpen, Tom Chen

The purpose of this paper is to advance extant theorizing around resource integration by conceptualizing and delineating the notion of a usage center. A usage center consists of a…

Dynamic multi-actor engagement in networks: the case of United Breaks Guitars

Loic Pengtao Li, Biljana Juric, Roderick J. Brodie

The purpose of this paper is to explore the dynamic process of multi-actor engagement by examining how it evolves and spreads in actor networks. The authors challenge the dyadic…

Engagement platforms in the sharing economy: Conceptual foundations and research directions

Christoph F. Breidbach, Roderick J. Brodie

The purpose of this paper is to identify and delineate research directions that guide future empirical studies exploring how engagement platforms facilitate value co-creation and…

Value co-creation behaviour – role of embeddedness and outcome considerations

Gaurangi Laud, Ingo Oswald Karpen

The purpose of this paper is to identify antecedents and consequences of customers’ value co-creation behaviour (VCB). VCB as a means to facilitate value realisation processes is…

Service-dominant orientation, dynamic capabilities and firm performance

Ralf Wilden, Siegfried Gudergan

The purpose of this paper is to investigate the effects of a firm’s service-dominant orientation on marketing and technological capabilities, and its performance. It outlines how…

Customer engagement in CSR: a utility theory model with moderating variables

Wade Jarvis, Robyn Ouschan, Henry J. Burton, Geoffrey Soutar, Ingrid M. O’Brien

Both customer engagement (CE) and corporate social responsibility (CSR) have been linked to customer loyalty. Past studies use service dominant logic and customer value…

Customer engagement with a service provider and context: an empirical examination

Max Sim, Carolin Plewa

Customer engagement is of critical interest to both academics and practitioners. Extant literature focusses primarily on customer engagement with a single focal object, usually…

Engagement valence duality and spillover effects in online brand communities

Jana Lay-Hwa Bowden, Jodie Conduit, Linda D. Hollebeek, Vilma Luoma-aho, Birgit Apenes Solem

Online brand communities (OBCs) are an effective avenue for brands to engage consumers. While engaging with the brand, consumers simultaneously interact with other OBC members;…

Using social media posts as resources for engaging in value co-creation: The case for social media-based cause brand communities

Anne Sorensen, Lynda Andrews, Judy Drennan

The purpose of this paper is to investigate how organizations create focal engagement objects through posts to their social media community members and how the members engage with…