Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic
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- 14 September 2010
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 24 (6), 430-437
- https://doi.org/10.1108/08876041011072546
Abstract
Purpose – Noting that a fundamental tenet of service-dominant (S-D) logic is the co-creation of value-in-use, this paper aims to explore the theoretical possibility that the interactions between service systems cannot only co-create value, but also have adverse consequences leading to actual value co-destruction. Design/methodology/approach – This conceptual paper critically reviews the dominance of value co-creation and value-in-use in S-D logic. Noting the relative lack of research in the converse possibility, the study proposes and explores the implications of value co-destruction as a new concept which should be introduced within the framework of S-D logic. Findings – The study proposes a formal definition for the new proposed concept of value co-destruction. It describes in detail the process by which it occurs, showing that value can be co-destroyed through the interactions between different systems, resulting in value destruction-through-misuse. Indeed, value co-destruction occurs when a service system accidentally or intentionally misuses resources (its own resources and/or those of another service system) by acting in an inappropriate or unexpected manner. Research limitations/implications – This paper is purely conceptual and exploratory. Empirical examination of the theoretical findings regarding value-co-destruction is required. Possible avenues of interest for such empirical research of value co-destruction are suggested. Practical implications – Limiting the occurrence of misuse by aligning the mutual expectations of interacting service systems should reduce the risks of value co-destruction. Recovering from misuse should also be considered. Originality/value – This study is apparently the first to have introduced the notion of value co-destruction into the conceptual framework of S-D logic.Keywords
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