Universität zu Köln

Bilstein, Nicola ORCID: 0000-0002-9862-0317, Verlegh, Peeter W. J., Klostermann, Jan ORCID: 0000-0002-4145-3992 and Akpinar, Ezgi (2022). Better together: involving consumers in the ideation, creation and dissemination of transformative value. J. Serv. Manage., 33 (4/5). S. 520 - 531. BINGLEY: EMERALD GROUP PUBLISHING LTD. ISSN 1757-5826

Full text not available from this repository.

Abstract

Purpose Consumers play a central role in the creation of transformative value, enhancing the well-being of people and the planet. With this article, the authors synthesize service and communication scholars' views to conceptually discuss opportunities and challenges on how to involve consumers in the ideation, creation and dissemination of transformative value. In doing so, the authors identify avenues for future research. Design/methodology/approach This research relies on a review of service and communication literature, connecting their insights to real world examples. Findings Consumers are involved in the ideation, creation and dissemination of transformative value by engaging in customer innovation, customer participation and customer dissemination behaviors. In relation to these types of customer involvement, four overarching research themes emerge in the context of transformative services: (1) the voice of the non-customer, (2) protecting vulnerable customers, (3) consumer literacy and (4) WOM as a double-edged sword. Originality/value This research contributes to transformative service research by assessing the opportunities and challenges related to customers' involvement in the ideation, creation and dissemination of transformative value. Additionally, it identifies avenues for the future at the intersection of communication and service research.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Bilstein, Nicola UNSPECIFIED orcid.org/0000-0002-9862-0317 UNSPECIFIED Verlegh, Peeter W. J. UNSPECIFIED UNSPECIFIED UNSPECIFIED Klostermann, Jan UNSPECIFIED orcid.org/0000-0002-4145-3992 UNSPECIFIED Akpinar, Ezgi UNSPECIFIED UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-677477
DOI:	10.1108/JOSM-11-2021-0414
Journal or Publication Title:	J. Serv. Manage.
Volume:	33
Number:	4/5
Page Range:	S. 520 - 531
Date:	2022
Publisher:	EMERALD GROUP PUBLISHING LTD
Place of Publication:	BINGLEY
ISSN:	1757-5826
Language:	English
Faculty:	Unspecified
Divisions:	Unspecified
Subjects:	no entry
Uncontrolled Keywords:	Keywords Language CO-DESIGN; SERVICE; MANAGEMENT; INNOVATION Multiple languages Management Multiple languages
URI:	http://kups.ub.uni-koeln.de/id/eprint/67747