Value co-destruction: a typology of resource misintegration manifestations

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.