Value co-creation via information and communications technology
The aims of the present work centre on determining whether co-created value constitutes a competitive advantage for firms, and whether it is capable of influencing consumer behaviour. Applying the service-dominant logic perspective, the work examines the firm's capabilities in the context of its business-to-customer (B2C) interactions, focusing on information and communications technology (ICT) as a particular driver of value co-creation. Taking this B2C perspective, ICT is measured, from the firm's point of view, and customer perceptions are analysed, using the variables 'value co-creation', 'perceived value' and 'loyalty'. The sample consists of 100 service firms and 572 of their customers. The findings indicate that ICT capabilities have a direct effect on value co-creation, as does value co-creation on perceived value and loyalty.
Year of publication: |
2014
|
---|---|
Authors: | Peña, Ana Isabel Polo ; Jamilena, Dolores María Frías ; Molina, Miguel Ángel Rodríguez |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 34.2014, 13, p. 1043-1059
|
Publisher: |
Taylor & Francis Journals |
Saved in:
Online Resource
Saved in favorites
Similar items by person
-
Impact of market orientation and ICT on the performance of rural smaller service enterprises
Peña, Ana Isabel Polo, (2011)
-
Peña, Ana Isabel Polo, (2012)
-
Peña, Ana Isabel Polo, (2013)
- More ...