Value co-creation via information and communications technology

Ana Isabel Polo Peña, Dolores María Frías Jamilena and Miguel Ángel Rodríguez Molina

The Service Industries Journal, 2014, vol. 34, issue 13, 1043-1059

Abstract: The aims of the present work centre on determining whether co-created value constitutes a competitive advantage for firms, and whether it is capable of influencing consumer behaviour. Applying the service-dominant logic perspective, the work examines the firm's capabilities in the context of its business-to-customer (B2C) interactions, focusing on information and communications technology (ICT) as a particular driver of value co-creation. Taking this B2C perspective, ICT is measured, from the firm's point of view, and customer perceptions are analysed, using the variables 'value co-creation', 'perceived value' and 'loyalty'. The sample consists of 100 service firms and 572 of their customers. The findings indicate that ICT capabilities have a direct effect on value co-creation, as does value co-creation on perceived value and loyalty.

Date: 2014
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DOI: 10.1080/02642069.2014.939641

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