Value co-destruction: a typology of resource misintegration manifestations. Issue 7 (12th December 2019)

• Record Type: Journal Article
• Authors: Laud, Gaurangi; Bove, Liliana; Ranaweera, Chatura; Leo, Wei Wei Cheryl; Sweeney, Jill; Smith, Sandra
• Is Part Of: Journal of services marketing. Volume 31:Issue 7(2017)
• Page Start: 866
• Page End: 889
• Publication Date: 2019-12-12
• Subjects: Co-creation -- Well-being -- Service systems -- Resource misintegration -- Value co-destruction -- Well-being domains -- Coping mechanisms; Service industries -- Periodicals; Customer services -- Periodicals; 658.802
• DOI: 10.1108/JSM-01-2019-0022
• Languages: English
• ISSNs: 0887-6045

Abstract

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.