Value co-destruction: a typology of resource misintegration manifestations

Gaurangi Laud, Liliana Bove, Chatura Ranaweera, Wei Wei Cheryl Leo, Jill Sweeney, Sandra Smith

Research output: Contribution to journalArticlepeer-review

75 Citations (Scopus)
147 Downloads (Pure)

Abstract

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 paper offers 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.

Original languageEnglish
Pages (from-to)866-889
Number of pages24
JournalJournal of Services Marketing
Volume31
Issue number7
DOIs
Publication statusPublished - 6 Dec 2019

Fingerprint

Dive into the research topics of 'Value co-destruction: a typology of resource misintegration manifestations'. Together they form a unique fingerprint.

Cite this