This article contributes, in two ways, to our understanding of the nature, scope, and significance of conversations between strangers in service environments. First, a framework is introduced that provides both academics and practitioners with a summary of the key issues associated with the...

Cocreation of value is a key construct in service science and the service-dominant logic. Little is known about how practicing managers perceive their own value cocreating activities. The paper is one of the first to gather manager perceptions of value cocreation activities and categorize them...