nach oben

Journal of the Academy of Marketing Science

Erschienen in:

01.03.2008 | Methodological Paper

A descriptive model of the consumer co-production process

verfasst von: Michael Etgar

Erschienen in: Journal of the Academy of Marketing Science | Ausgabe 1/2008

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Purpose

This article presents a model of consumer engagement in co-production.

Method

A theoretical paper which develops a five-stage dynamic model of consumer involvement in co-production.

Results and Conclusions

The article discusses the basic linkages between co-production and customization and presents co-production as a dynamic process which is composed of five distinct stages. It also specifies five distinct phases of the production activity chain where consumers can become involved in co-production. The model offers researchers an analytical framework conducive for more advanced studies of the phenomenon from both descriptive and analytical points of view. Managers can use it to segment consumers according to their tendencies to engage in co-production and suggests bases for developing corresponding offers of co-production possibilities which focus on diverse consumer benefits.

Vorheriger Artikel Managing the co-creation of value

Nächster Artikel Trying to prosume: toward a theory of consumers as co-creators of value

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Aaker, D. (1996). Building strong brands. New York: The Free Press.

Achrol, R. S, & Kotler, P. (1999). Marketing in the network economy. Journal of Marketing, 63, 146–164, Special Issue.CrossRef

Achrol, R., & Kotler, P. (2006). The service dominant logic for marketing: A critique. In R. Lusch, & S. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate and directions (pp. 128–138). N.Y.: M. S. Sharpe.

Alderson, W. (1957). Marketing behavior and executive action: A functionalist approach to marketing theory. Homewood, Ill: Richard Irwin D.

Arnold, D. (2004). The mirage of global markets. NJ: Prentice Hall.

Arnould, E., & Price, L. (1993). River magic: Extraordinary experience and the extended service encounter. Journal of Consumer Research, 20, 24–45.CrossRef

Arnould, E., Price, L., & Malshe, A. (2006). Toward a cultural resource— based theory of the consumer. In R. Lusch & S. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate, and directions (pp. 91–104). New York: M. S. Sharpe.

Arnould, E. J., & Thompson, C. (2005). Consumer culture theory (CCT): Twenty years of research. Journal of Consumer Research, 31, 868–883.CrossRef

Axelrod, R. (1984). The evolution of cooperation. New York: Basic Books.

Ballantyne, D., & Varey, R. J (2006). Introducing a dialogical orientation to the service dominant logic of marketing. In R. Lusch, & S. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate and directions (pp. 224–235). N.Y.: M. S. Sharpe.

Bauer, R. A. (1967). Consumer behavior as risk taking. Risk taking and information handling in consumer behavior. Boston: Harvard Business School.

Benpaudi, N., & Leone, R. P (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67, 14–28, (January).CrossRef

Bergen, M., Dutta, S., & Walker, O. C. (1992). Agency relationships in marketing: A review of the implications and applications of agency and related theories. Journal of Marketing, 56, 1–24, (July).CrossRef

Berry, L., Seiders, K., & Greval, D.(2002). Understanding service convenience. Journal of Marketing, 66, 1–17, (July).CrossRef

Berthon, P., & John, J. (2006). From entities to interfaces. In R. Lusch, & S. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate and directions (pp 196–207). N.Y: M. S. Sharpe.

Bitner, M. J., Zeithaml, V., Hubbert, A. R., & Faranda, W. T. (1997). Customer Contributions and roles in service delivery. International Journal of Service Industry Managemen, 8, 193–205.CrossRef

Bucklin, L.P. (1966). A Theory of distribution channel structure. Berkeley, CA: IBER.

Diamond, D. (2006). Do it yourself. Progressive Grocer, 85, 30.

Donaldson, B., & O’Toole, T. (2002). Strategic market relationships. Chichester: Wiley.

Dowling, G. R., & Staelin, R. (1994). A Model of perceived risk and intended risk-handling activity. Journal of Consumer Research, 21, 119–134, (January).CrossRef

Duncan, T., & Moriarty, S. E (1998). Communication-based marketing model for managing relationships. Journal of Marketing, 62, 1–13, (April).CrossRef

Etgar, M. (2006). Co-production of services: A managerial extension. In: Lusch, R., & Vargo, S. (Eds.), The service-dominant logic of marketing: Dialog, debate and directions (pp. 128–138). N.Y: M.E. Sharpe.

Flint, D. J, & Mentzer, J. (2006). Striving for integrated value chain management, given a service-dominant logic for marketing. In R. Lusch, & S. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate, and directions. NY: M. E. Sharpe, 139–149.

Fournier, S., Sensiper. S., McAlexander, J., & Schouten, J. (2002). Building brand community on the Harley-Davidson posse ride: Multimedia case. Cambridge, Mass: Harvard Business School.

Gabel, T. (2005). Toward an expanded theory of surrogate consumption: Consideration of consumer choice and choicelessness. Academy of Marketing Science Review, 6, 1–33.

Geyskens, I., Steenkamp, J., & Kumar, N. (1998). Generalizations about trust in marketing channel relationships using meta-analysis. International Journal of Research in Marketing, 15, 222–248.CrossRef

Gronroos, C. (1983). Strategic Management and marketing in the service sector. Report No. 83–104, Cambridge, Mass: Marketing Science Institute.

Gronroos, C. (1990). Service management and marketing: Managing the moments of truth in the service competition. Lexington, MA: Free Press/Lexington Books.

Gronroos, C. (1994). From scientific management to service management: A management perspective for the age of service competition. International Journal of Service Industry Management, 5(1), 5–20.CrossRef

Gundlach, G. T., Achrol, R., & Mentzer J. T. (1995). The Structure of commitment in exchange. Journal of Marketing, 59, 78–92, (Jan).CrossRef

Gutterman, A. (2002). International joint ventures: how to negotiate, establish and manage an international joint venture (lst Ed.). Novato, California: World Trade Press.

Hartley, R.F. (2005). Management mistakes and successes (8th ed.). N.J: John Wiley and Sons.

Heide, J. (1994). Inter-organizational governance in marketing channels. Journal of Marketing, 58, 71–85, (Jan).CrossRef

Hirschman, E. C. (1980). Innovativeness, novelty seeking, and consumer creativity. Journal of Consumer, 7, 283–295, (Dec).CrossRef

Holbrook, M. B. (2006). ROSEPEKICECIVECI versus CCV. In: Lusch, R., & Vargo, S. (eds.), The service-dominant logic of marketing: Dialog, debate and directions (pp. 208–223). N.Y: M. E. Sharpe.

Holbrook, M. B., & Hirschman, E. (1982). The experiential aspects of consumption: Consumer fantasies, feelings and fun. Journal of Consumer Research, 9, 132–140, (Sep).CrossRef

Johansson, J. (2006). Global marketing (4th ed). Boston: McGraw-Hill International Edition.

John, G. (1984). An empirical investigation of some antecedents of opportunism in a marketing channel. Journal of Marketing Research, 21, 278–289, (Aug.).CrossRef

Kahn, B.E. (1995). Consumer variety seeking among goods and services—An integrative review. Journal of Retail and Consumer Services, 2, 139–148, (July).CrossRef

Kahneman, D., Tversky, A. (2000). Choices, values, and frames. Oxford: Oxford University Press.

Kelley, S. W., Donnelly, J., & Skinner, S. (1990). Customer participation in service production and delivery. Journal of Retailing, 66, 315–335, (Fall).

Knee, C. R., & Zuckerman, M. (1996). Causality orientations and the disappearance of the self serving bias. Journal of Research in Personality, 30(1), 76–87.CrossRef

Lambert, D. M., & Garcia-Dastugue, S. (2006). Cross-functional business processes for the implementation of service-dominant logic. In R. Lusch, S. Vargo (Eds.), The service-dominant logic of marketing: dialog, Debate, and directions (pp. 150–165). N.Y.: M. E. Sharpe.

Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Journal of Services Marketing, 16, 553–572, (Nov).CrossRef

Lehman, D. (2006). More dominant logics for marketing: Productivity and growth. In: R. Lusch, & S. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate, and directions (296–301). NY: M. E. Sharpe.

Levitt, T. (1983). The globalization of markets. Harvard Business Review, 2–11, (May–June).

Lovelock, C. (1991). Services marketing (2nd ed). Englewoods Cliffs: Prentice-Hall.

Lusch, R. F., Brown, S., & Brunswick, G. J. (1992). A generic framework for explaining internal vs. external exchange. Journal of the Academy of Marketing Science, 20, 119–134.CrossRef

Lusch, R. F., & Vargo, S. (2006a). Service dominant logic: Reactions, reflections and refinements. Marketing Theory, 6, 281–288.CrossRef

Lusch, R. F., & Vargo, S. (2006b). The service-dominant logic of marketing: Dialog, debate, and directions. N.Y: M. S. Sharpe.

Mano, H., & Oliver, R. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling and satisfaction. Journal of Consumer Research, 20, 451–466, (Dec).CrossRef

McAlister, L., & Pessemier, E. (1982). Variety seeking behavior: An interdisciplinary review. Journal of Consumer Research, 9, 311–322, (Dec).CrossRef

Mills, P. K., Chaes, R., & Margulies, N. (1983). Motivating the client/employee system as a service production strategy. Academy of Management Review, 8, 301–310, (Apr).CrossRef

Muniz, A. M. J. R., O’Guinn, T. C. (2001). Brand community. Journal of Consumer Research, 27, 412–432, (March).CrossRef

Oracle (2004) Driven by demand. Available at: http//www.oracle.com/industries/automotive/White_paper.pdf. 2004; Accessed 29 March 2006.

Palmer, A. (2005). Principles of service marketing. London: McGraw-Hill.

Pine, J.B. II., & Gilmore J. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97–105, (July–August).

Pine, J.B., II., & Gilmore, J. (1999). The experience economy: Work is theatre and every business a stage. Boston: Harvard Business School Press.

Porter, M. (1985). Competitive advantage: Creating and sustaining superior performance. New York: Simon and Shuster.

Pralahad, C. K., Ramaswamy, V. (2004). The future of competition: Co-creating unique value with customers. Boston, Mass: Harvard Business School Press.

Prahalad, C. K., Ramaswamy, V., & Venkaratam S. K. (2000). Consumer centricity. Information Week, (April).

Rahn, J. (1989). What is valuable in art, and can music still achieve it? Perspectives of New Music, 27, 6–17, (Summer).CrossRef

Ratner, R. K., Kahn, B., & Kahneman, D. (1999). Choosing less preferred experiences for the sake of variety. Journal of Consumer Research, 26, 1–15, (Jun).CrossRef

Ries, A., & Trout, J. (2000). Positioning: The battle for your mind. New York: Mc Graw-Hill.

Rook, D. W. (1985). The Ritual dimension of consumer behavior. Journal of Consumer Research, 12, 251–264, (Dec.).CrossRef

Rust, R. T., Lemon, K. (2001). E-Service and the consumer. International Journal of Electronic Commerce, 5, 85–101, (Spring).

Schmitt, Bernd H. (1999). Experiential marketing: How to get consumers to sense, feel, think and relate to your company. New York: Free Press.

Selnes, F., & Johnson, M. D. (2004). Customer portfolio management: Toward a dynamic theory of exchange relationships, Journal of Marketing, 68(2), 1–17.CrossRef

Solveig, W. (1996). The customer as co-producer. European Journal of Marketing, 30(4), 6–17.CrossRef

Stern, L. W., & Reve, T. (1980). Distribution channels as political economies: A framework for comparative analysis. Journal of Marketing, 44, 52–64, (Summer).CrossRef

Stone, R. N., & Gronhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European Journal of Marketing, 27(3), 39–50.CrossRef

Taylor, J. W. (1974). The role of risk in consumer behavior. Journal of Marketing, 38, 54–60, (April).CrossRef

Teerlink, R., & Ozley, L. (2000). More than a motorcycle: The leadership journey at Harley-Davidson. Boston: Harvard University Press.

Thompson, C. J., Locander, W., & Pollio, H.R.(1989). Putting consumer experience back into consumer research: The philosophy and method of existential methodology. Journal of Consumer Research, 16(2), 133–146.CrossRef

Thompson, C. J., Pollio, H. R., & Locander W. B. (1994). The spoken and the unspoken: A hermeneutic approach to understanding the cultural viewpoints that underlie consumers’ expressed meanings. Journal of Consumer Research, 21(3), 432–452.CrossRef

Tian, K.T., Bearden, W., & Hunter G.L. (2001). Consumers’ need for uniqueness: Scale development and validation. Journal of Consumer Research, 28, 50–66.CrossRef

Vargo, S., & Lusch, R. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17, (Jan).CrossRef

Venkatraman, N., & Subramaniam, M. (2002). Theorizing the future of strategy: Questions for shaping strategy research in the knowledge economy. In Handbook of Strategy and Management. London: Sage Publications.

Walker, O., Mullins, J.W., Harper, B.H., & Larreche, J. (2006). Marketing strategy—a decision focused approach. New York: McGraw-Hill International Edition.

Whitaker, G. (1980). Coproduction: Citizen participation in service delivery. Public Administration Review, 40, 240–246, (May–Jun.).CrossRef

Williamson, O. E. (1979). Transaction-cost economics: The governance of contractual relations. Journal of Law and Economics, 22(2), 233–261, (October).CrossRef

Williamson, O. E. (1985). The economic institution of capitalism. New York: The Free Press.

Womack, J. P., & Jones, D.T. (2005). Lean solutions: How companies and customers can create value and wealth together. New York: Free Press.

Xue, M., & Harker, P. (2002), Customer efficiency: Concept and its impact on e-business management. Journal of Service Research, 4(4), 253–261.CrossRef

Xue, M., Heim, G., & Harker, P. (2005). Consumer and co-producer roles in e-service: Analyzing efficiency and effectiveness of e-service designs. International Journal of Electronic Business, 3(2), 174–198.CrossRef

Titel: A descriptive model of the consumer co-production process
verfasst von: Michael Etgar
Publikationsdatum: 01.03.2008
Verlag: Springer US
Erschienen in: Journal of the Academy of Marketing Science / Ausgabe 1/2008
Print ISSN: 0092-0703
Elektronische ISSN: 1552-7824
DOI: https://doi.org/10.1007/s11747-007-0061-1

Springer Professional

Abstract

Purpose

Method

Results and Conclusions

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 1/2008

Fundamentals of service science

Trying to prosume: toward a theory of consumers as co-creators of value

Why “service”?

The service-dominant logic and a hierarchy of operant resources: developing masterful operant resources and implications for marketing strategy

Marketing with integrity: ethics and the service-dominant logic for marketing

Managing the co-creation of value