Value Creation in Service Over the Last Two Decades: A Meta-Analysis

Abstract

During the last two decades, value creation has been considered as a central topic for discussion. Various studies have focused on variables that affect the value creation process, such as service quality and customer satisfaction. Others have emphasized the measure of the value created. However, the literature is still not fully articulated and the measurement systems are traditional. Accordingly, we conducted a meta-analysis of value creation in service by addressing the following questions: What is value creation? What are the indicators mobilized in value creation literature in service? This literature review covers a period from 1996 to 2017. The objective of this study is to provide a better understanding of value creation, as well as to conceptualize this concept in service based on the commonly cited indicators.