Understanding value formation in digital services: The perspective of value co-creation and co-destruction
Julkaistu sarjassa
JYU dissertationsTekijät
Päivämäärä
2023Tekijänoikeudet
© The Author & University of Jyväskylä
As services have revolutionized the global economy and have effects on everyone’s life, it is essential to understand value formation in service contexts since value is at the heart of service. Value co-creation (VCC) has attracted increasing attention from companies looking for competitive advantage, and service-dominant (S-D) logic provides a solid foundation to understand VCC. However, most prior studies emphasize the positive outcomes of VCC and neglect the negative one, namely value co-destruction (VCD). VCC and VCD should be studied together to offer holistic insights about value creation in digital services, as information technology (IT) and collaborations can yield not only positive outcomes, but also unwanted results or challenges. However, research investigating VCC and VCD simultaneously is scarce, the interrelationship between the two remains unclear, and the role of IT has been overlooked.
This dissertation aims to conceptualize the VCC and VCD processes and outcomes within service systems and to examine VCC and VCD phenomena within different digital services. First, we conduct a systematic literature review to synthesize and analyze relevant articles concerning IT-enabled VCC and VCD focusing on social interaction and resource integration, which are two fundamental processes of VCC and VCD. We propose a framework of IT-supported VCC and VCD within service systems. Second, by interviewing patients who used gamified exercise for rehabilitation after total knee replacement, we identify seven clusters revealing the main pathways resulting in VCC and VCD in digital health services and different types of perceived value. Lastly, we combine contradiction and VCC and VCD to study how users experience VCC and VCD in geocaching. By analyzing online posts from discussion forums through an interpretive content analysis approach, we identify six types of contradiction manifestations and propose three pairs of contradictory poles in geocaching. By studying the two distinct and interconnected terms of VCC and VCD, this research adds to S-D logic through conceptual and empirical studies in digital services. Our findings provide implications for practitioners regarding service management and system design and development.
Keywords: value co-creation, value co-destruction, service systems, digital services, exergame, geocaching
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Julkaisija
Jyväskylän yliopistoISBN
978-951-39-9273-6ISSN Hae Julkaisufoorumista
2489-9003Julkaisuun sisältyy osajulkaisuja
- Artikkeli I: Li, M., & Tuunanen, T. (2022). Information Technology–Supported value Co-Creation and Co-Destruction via social interaction and resource integration in service systems. Journal of Strategic Information Systems, 31(2), Article 101719. DOI: 10.1016/j.jsis.2022.101719
- Artikkeli II: Li, M., Aartolahti, E., Janhunen, M., Tuunanen, T., Heinonen, A., Jämsä, T., & Luimula, M. Investigating digital health services from value co-creation and co-destruction perspective: Multi-dimensional value formation processes and outcomes. Under review.
- Artikkeli III: Vartiainen, T., Li, M., & Tuunanen, T. Manifestation of structural tensions in using the geocaching artifact: Contradictory poles of value co-creation and value co-destruction. Under review.
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