Developing a new conceptual framework for experience and value creation

Blanca Hernández-Ortega () and José L. Franco ()
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Blanca Hernández-Ortega: University of Zaragoza
José L. Franco: University of Zaragoza

Service Business, 2019, vol. 13, issue 2, No 1, 225-248

Abstract: Abstract This article studies the concept of experience and examines its importance in value-creation processes, applying a longitudinal approach. It employs a research method based on developing sixteen propositions about experience and value. Four major contributions are made. First, the article provides a conciliatory conceptualisation to explain what experience is. Second, it identifies three concepts to understand the relationship between experience and value: potential source of value, inductor means and accumulation of value. Third, it distinguishes the role of experience in three value-creation processes: formation, transformation and co-creation. Fourth, it validates the temporal evolution of the conceptual framework.

Keywords: Experience; Value-creation processes; Potential source of value; Inductor means; Accumulation of value (search for similar items in EconPapers)
Date: 2019
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DOI: 10.1007/s11628-018-0379-4

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