Laud, G and Bove, L and Ranaweera, C and Leo, WWC and Sweeney, J and Smith, S, Value co-destruction: a typology of resource misintegration manifestations, Journal of Services Marketing, 33, (7) ISSN 0887-6045 (2019) [Refereed Article]
Copyright 2019 Emerald Publishing Limited
Purpose – Actors who participate in co-created service experiences typically assume that they will experience improved well-being. However, a growing body of literature demonstrates that the reverse is also likely to be true, with one or more actors experiencing value co-destruction (VCD), rather than value co-creation, in the service system. Building on the notion of resource misintegration as a trigger of the VCD process, this article aims to offer a typology of resource misintegration manifestations and to present a dynamic conceptualization of the VCD process.
Design/methodology/approach – A systematic, iterative VCD literature review was conducted with a priori aims to uncover the manifestations of resource misintegration and illustrate its connection to VCD for an actor or actors.
Findings– Ten distinct manifestations of resource misintegration are identified that provide evidence or an early warning sign of the potential for negative well-being for one or more actors in the service system. Furthermore, a dynamic framework illustrates how an affected actor uses proactive and reactive coping and support resources to prevent VCD or restore well-being.
Originality/value– The study presents a typology of manifestations of resource misintegration that signal or warn of the potential for VCD, thus, providing an opportunity to prevent or curtail the VCD process.
|Item Type:||Refereed Article|
|Keywords:||well-being domains, value co-destruction, resource mis-integration, coping mechanism|
|Research Division:||Commerce, Management, Tourism and Services|
|Research Field:||Marketing research methodology|
|Objective Division:||Commercial Services and Tourism|
|Objective Group:||Property, business support services and trade|
|Objective Field:||Administration and business support services|
|UTAS Author:||Laud, G (Dr Gauri Laud)|
|Web of Science® Times Cited:||32|
|Downloads:||71 View Download Statistics|
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