Impact of service-dominant logic orientation and resource interaction upon value co-creation

Abstract

Abstract: By integrating the theoretical frameworks of service-dominant logic and resource interaction approach, this paper examines the relationship among service-dominant logic orientation, resource interaction capability, value co-creation activities, and customer value perception in the context of knowledge intensive business services. The questionnaire survey of 228 pairs of firms comes to the following findings: the service-dominant logic orientation will facilitate the service provider's capability of resource interaction with the customer's company, then improve the value co-creation activities including joint planning, joint implementation and joint problem-solving, and finally enhance the customer value perception. This paper makes great contribution to the literature of both service-dominant logic and resource interaction approach, which are still in the stage of theory building and qualitative exploration, by providing empirical evidence. In addition, managerial implications are provided for industrial services companies as to how to deliver superior customer value by integrative employment of resources and value co-creation activities across organizations.

Key words: service-dominant logic orientation, resource interaction, value co-creation, customer value perception, knowledge intensive business services (KIBS)

CLC Number:

F713.5

Zhang Jing, He Yong. Impact of service-dominant logic orientation and resource interaction upon value co-creation[J]. Science Research Management, 2014, 35(1): 114-121.

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