Abstract
Existing work on value creation has focused separately on either firm or customer. Theoryneeds to focus on the convergence of firm and customer and in this context we argue thatthree key players; managers, employees, and customers are critical parties in the valuecreation process in services. The role of each of these parties is the focus of the theorydeveloped in this study. We bring the firm and customer together and examine the nature of afirm's value proposition, its contribution to the firm's value offering, and subsequent impacton customers' perceived-value-in-use which is set within the domain of each of the keyplayers. Critically, the service firm's ability to create and deliver superior value underpins itsfinancial, sales, and customer oriented performance outcomes.
| Original language | English |
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| Title of host publication | ANZMAC 2012 |
| Subtitle of host publication | Sharing the Cup of Knowledge |
| Place of Publication | Australia |
| Publisher | ANZMAC |
| Pages | 1-7 |
| Number of pages | 7 |
| Publication status | Published - 2012 |
| Event | Australian and New Zealand Marketing Academy Conference: ANZMAC 2012 - Hilton Hotel, Adelaide, Australia Duration: 03 Dec 2012 → 05 Dec 2012 http://pandora.nla.gov.au/pan/25410/20140311-1105/anzmac.info/conference/anzmac-2012-proceedings/index.html (ANZMAC 2012 Proceedings) |
Publication series
| Name | |
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| ISSN (Print) | 1447-3275 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference |
|---|---|
| Abbreviated title | Sharing the Cup of Knowledge |
| Country/Territory | Australia |
| City | Adelaide |
| Period | 03/12/12 → 05/12/12 |
| Internet address |