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 journalArticle

9 Citations (Scopus)
247 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
JournalJournal of Services Marketing
DOIs
Publication statusPublished - 1 Dec 2019

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