Business, Management and Accounting
11 years ago

Customer engagement behavior drives value co-creation by integrating diverse resources to enhance offerings and stakeholder perceptions.

Journal of service research
The Role of Customer Engagement Behavior in Value Co-Creation
Elina Jaakkola, Matthew Alexander

Paper Summary

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The article explores how customer engagement behavior influences the creation of value in businesses. By studying a public transport service system, the researchers found that different types of customer behaviors can impact the value experienced by customers, businesses, and other stakeholders. They suggest that by encouraging customers to contribute their resources and engaging various stakeholders, firms can enhance the value co-creation process.