Value co-creation or value co-destruction: co-production and its double-sided effect

• Published in: International journal of bank marketing Vol. 40; no. 4; pp. 842 - 864
• Main Authors: Wu, Li-Wei, Rouyer, Ellen, Wang, Chung-Yu
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Publishing Limited 25.04.2022; Emerald Group Publishing Limited
• Subjects: Bank marketing; Customer feedback; Customer satisfaction; Customer services; Employees; Occupational stress; Production increases; Service industries; Value co-destruction; Job stress; Customer satisfaction; Co-production enjoyment; Value co-creation; Co-production; Co-production intensity; Service effort

PurposeCo-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and service employees to access and leverage resources residing in their relationships. Clearly, the marketing-related...