Explicating the resource integration process during self-service socialisation: Conceptual framework and research propositions

• Published in: Journal of business research Vol. 121; pp. 516 - 523
• Main Authors: van Tonder, Estelle, Saunders, Stephen Graham, Farquhar, Jillian Dawes
• Format: Journal Article
• Language: English
• Published: Elsevier Inc 01.12.2020; Elsevier B.V
• Subjects: Business schools; Management science; Resource integration; Self-services; Service ecosystem; Social aspects; Socialisation; Value co-creation; Service ecosystem; Value co-creation; Self-services; Resource integration; Socialisation

Little is known about self-service socialisation and the resource integration process that may transpire when customers help other less-skilled customers with self-services. Insight into these matters is important as the process may affect other customers’ skill development and ability to contribute...