| Publication type: | Conference other |
| Type of review: | No review |
| Title: | Value-attenuation in service-dominant logic |
| Authors: | Ehrenthal, Joachim Gruen, Thomas W Hofstetter, Joerg S |
| Proceedings: | Book of Proceedings CERR 2012 |
| Conference details: | Colloquium on European Retail Research (CERR 2012), Paris, France, 3-5 May 2012 |
| Issue Date: | 2012 |
| Publisher / Ed. Institution: | ESSCA |
| Publisher / Ed. Institution: | Paris |
| Language: | English |
| Subjects: | Value attenuation; Service failure; Service-dominant logic; Out-of-stocks |
| Subject (DDC): | 658: General Management |
| Abstract: | The benefits of co-creation of value, as proposed in the service-dominant logic of marketing, have become widely recognized. Yet, little is known about the outcomes of obstructions to this co-creation of value and the effects on firms, customers and their corresponding value networks. However, such instances are very common. In the case of retail out-of-stocks, customer actions affect not only the offering retailer, but also her value network. Addressing this, the paper proposes that service failures may lead to the reconfiguration of the customers’ value creation, and the consequential redistribution of value between and within value networks. The paper suggests that value-redistribution may lead to a hold-up situation in which value network partners refrain from cooperative investment in service failure prevention due to misalignments in the motivation of value network actors. The paper argues that as an outcome, value is attenuated on the actor and network level. |
| Further description: | Abstract |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/16962 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Management and Law |
| Organisational Unit: | Institute for Organizational Viability (IOV) |
| Appears in collections: | Publikationen School of Management and Law |
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Ehrenthal, J., Gruen, T. W., & Hofstetter, J. S. (2012). Value-attenuation in service-dominant logic. Book of Proceedings CERR 2012.
Ehrenthal, J., Gruen, T.W. and Hofstetter, J.S. (2012) ‘Value-attenuation in service-dominant logic’, in Book of Proceedings CERR 2012. Paris: ESSCA.
J. Ehrenthal, T. W. Gruen, and J. S. Hofstetter, “Value-attenuation in service-dominant logic,” in Book of Proceedings CERR 2012, 2012.
EHRENTHAL, Joachim, Thomas W GRUEN und Joerg S HOFSTETTER, 2012. Value-attenuation in service-dominant logic. In: Book of Proceedings CERR 2012. Conference presentation. Paris: ESSCA. 2012
Ehrenthal, Joachim, Thomas W Gruen, and Joerg S Hofstetter. 2012. “Value-Attenuation in Service-Dominant Logic.” Conference presentation. In Book of Proceedings CERR 2012. Paris: ESSCA.
Ehrenthal, Joachim, et al. “Value-Attenuation in Service-Dominant Logic.” Book of Proceedings CERR 2012, ESSCA, 2012.
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