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 |
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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.
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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... |
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Catalogue record
Date Deposited: 20 Dec 2024 11:19 |
Last Modified: 20 Dec 2024 11:30 |
Contributors
Author: | Thuy Luyen |
Author: | Diane Dean |
Author: | Haseeb Shabbir |
University Divisions
Faculty of Business, Law and Tourism > Sunderland Business SchoolSubjects
Business and Management > MarketingActions (login required)
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