A classification framework of value co-creation in electronic and mobile services

Abstract

The concept of value co-creation provides a new perspective in the research and the operation of service systems. In the literature we can find plethora of references to the significance of value co-creation and the disruptive impact it may have on research, the business practices and the social life. However, we still lack comprehensive frameworks of value co-creation that would help understanding deeply and in a systematic way the characteristics, the dimensions, the methods and the implications of value co-creation. This paper makes a step in this direction by presenting a classification framework for value co-creation in electronic and mobile services. The proposed framework is developed in three dimensions referring to the leading actor in the co-creation process, the domain of activities for value co-creation and the scale of customer participation and proposes ten types of value co-creation activities. © Springer International Publishing Switzerland 2014.