SURE

Sunderland Repository records the research produced by the University of Sunderland including practice-based research and theses.

A Multidimensional Practice-Based Framework of Interactive Value Formation

Luyen, Thuy, Shabbir, Haseeb and Dean, Diane (2021) A Multidimensional Practice-Based Framework of Interactive Value Formation. Journal of Service Research, 25 (2). pp. 281-300. ISSN 1094-6705

Item Type: Article

Abstract

This study seeks to deconstruct the multidimensionality of the Interactive Value Formation (IVF) process within complex and prolonged Technology-Based Self-Services (TBSSs). Building on practice theory and Service Dominant logic, this framework sheds light on the complexity of practice-based resource integration processes within the IVF process. The findings demonstrate firstly, how IVF can result in both value co-creation and co-destruction and secondly, how these outcomes are influenced by the enactment of practices within the service experience. Finally, this study demonstrates the mediating role of consumer intensity as a function of consumer effort and time during this enactment. The suggested framework emphasizes the role of engagement, as intersecting between resource-based practices and outcomes, and the nested nature of the IVF process. In doing so, the relationship between the multiple outcomes of engagement and variations in loyalty are revealed. The study has implications for service managers responsible for user experience of complex and prolonged TBSSs. Directions for future research can focus on further deconstructing the multi-dimensionality of the IVF process.

[img]
Preview
PDF
a multidimensionality of IVF.pdf
Available under License Creative Commons Attribution.

Download (491kB) | Preview

More Information

Related URLs:
Depositing User: Thuy Luyen

Identifiers

Item ID: 18605
Identification Number: https://doi.org/10.1177/10946705211025606
ISSN: 1094-6705
URI: http://sure.sunderland.ac.uk/id/eprint/18605
Official URL: https://journals.sagepub.com/doi/10.1177/109467052...

Users with ORCIDS

ORCID for Thuy Luyen: ORCID iD orcid.org/0000-0002-3702-719X
ORCID for Diane Dean: ORCID iD orcid.org/0000-0002-1699-7576

Catalogue record

Date Deposited: 20 Dec 2024 11:19
Last Modified: 20 Dec 2024 11:30

Contributors

Author: Thuy Luyen ORCID iD
Author: Diane Dean ORCID iD
Author: Haseeb Shabbir

University Divisions

Faculty of Business, Law and Tourism > Sunderland Business School

Subjects

Business and Management > Marketing

Actions (login required)

View Item (Repository Staff Only) View Item (Repository Staff Only)