Working together: Understanding value co-creation processes in professional service delivery

Abstract

Creating superior client value is key to company success. Traditionally, research on value creation has focused on the value created by the company, though the client increasingly serves as an active partner, able to create value within the company in a collaborative manner. This is especially true for professional services that require more collaborative development of business solutions and a greater client adoption. The authors focus on a specific type of professional services – business consulting – and aim to characterize the value co-creation processes that occur between a business consulting company and its clients. The case study results reveal eight value co-creation processes with different impacts on a service provider and a client: (1) building trust and trusting relationships; (2) clients’ needs identification; (3) clarifying the client’s role; (4) self-motivation to be involved in value co-creation; (5) pursuit of service effectivenes; (6) involvement and commitment for mutual long-term activities; (7) identification of opportunities for reciprocal cooperation, and (8) searching the conditions for mutual growth. Value co-creation processes are analysed from a client perspective.