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Defining the antecedents of experience co-creation as applied to alternative consumption models

  • Purpose – The purpose of this paper is to propose a conceptual framework of experience co-creation that captures the multi-dimensionality of this construct, as well as a research process for defining of the antecedents of experience co-creation. Design/methodology/approach – The framework of experience co-creation was conceptualized by means of a literature review. Subsequently, this framework was used as the conceptual basis for a qualitative content analysis of 66 empirical papers investigating alternative consumption models (ACMs), such as renting, remanufacturing, and second-hand models. Findings – The qualitative content analysis resulted in 12 categories related to the consumer and 9 related to the ACM offerings that represent the antecedents of experience co-creation. These categories provide evidence that, to a large extent, the developed conceptual framework allows one to capture the multi-dimensionality of the experience co-creation construct. Research limitations/implications – This study underscores the understanding of experience co-creation as a function of the characteristics of the offering – which are, in turn, a function of the consumers’ motives as determined by their lifeworlds – as well as to service design as an iterative approach to finding, creating and refining service offerings. Practical implications – The investigation of the antecedents of experience co-creation can enable service providers to determine significant consumer market conditions for forecasting the suitability and viability of their offerings and to adjust their service designs accordingly. Originality/value – This paper provides a step toward the operationalization of the dimension-related experience co creation construct and presents an approach to defining the antecedents of experience co-creation by considering different research perspectives that can enhance service design research.

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Author of HS ReutlingenSchallehn, Holger; Strähle, Jochen; Freise, Matthias
Erschienen in:Journal of service management
Place of publication:Bingley
Document Type:Article
Year of Publication:2019
Tag:alternative consumption models; content analysis; customer experience; experience co-creation; service experience
Page Number:43
First Page:209
Last Page:251
DDC classes:330 Wirtschaft
Open Access?:Nein
Licence (English):License Logo  Lizenzbedingungen Emerald