Unpacking the Value Creation Processes in Service Firms

Phyra Sok, Aron O'Cass, Abhishek Dwivedi

Research output: Book chapter/Published conference paperConference paperpeer-review

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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 languageEnglish
Title of host publicationANZMAC 2012
Subtitle of host publicationSharing the Cup of Knowledge
Place of PublicationAustralia
Number of pages7
Publication statusPublished - 2012
EventAustralian and New Zealand Marketing Academy Conference: ANZMAC 2012 - Hilton Hotel, Adelaide, Australia
Duration: 03 Dec 201205 Dec 2012
http://pandora.nla.gov.au/pan/25410/20140311-1105/anzmac.info/conference/anzmac-2012-proceedings/index.html (ANZMAC 2012 Proceedings)

Publication series

ISSN (Print)1447-3275


ConferenceAustralian and New Zealand Marketing Academy Conference
Abbreviated titleSharing the Cup of Knowledge
Internet address


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