Customer value co-creation in KIBS firms’ new service development: Patterns and antecedents

Susan (Sixue) Jia () and Fei Li ()
Additional contact information
Susan (Sixue) Jia: Shanghai International Studies University, China.
Fei Li: Tsinghua University, China.

International Journal of Business and Social Research, 2018, vol. 8, issue 1, 19-28

Abstract: This paper investigates the patterns and antecedents of customer value co-creation (CVC) in knowledge-intensive business services (KIBS) firms’ new service development (NSD) process. In-depth interviews with three typical KIBS firms were conducted to explore the similarities and differences between firms. Qualitative analysis was then performed to construct a theoretic model regarding patterns and antecedents. Findings suggest that (1) NSD for KIBS is redefined as the development of a new servicing method, or the solution to a new issue which is intangible and highly customized; (2) CVC in KIBS NSD is categorized into customer as co-developer (Pattern 1), customer as definer (Pattern 3), and balanced (Pattern 2); (3) an integrated CVC-NSD model for KIBS is established. The novelty of this study is embodied in the redefinition of NSD for KIBS, as well as the identification of the three CVC patterns and their consequences.

Keywords: Customer Value Co-Creation; Knowledge-Intensive Business Services; New Service Development (search for similar items in EconPapers)
JEL-codes: D47 M31 O13 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://thejournalofbusiness.org/index.php/site/article/view/1092/676 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:lrc:larijb:v:8:y:2018:i:1:p:19-28

Access Statistics for this article

More articles in International Journal of Business and Social Research from LAR Center Press
Bibliographic data for series maintained by Al Hossain ().