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For the widespread establishment of a circular economy, the acceptance of used products among consumers is a prerequisite. This paper investigates the customer experience of product service systems related to used products (PSSuP), such as renting, remanufacturing, and second-hand models, and aims to point out the offering characteristics that effect customer response and customer engagement. This study was conducted by means of a content analysis-based literature review of 69 empirical PSSuP studies. A frequency analysis of the categories that determine customer experience creation was conducted, as well as a contingency analysis to reveal the interrelationship between these categories. On this basis, the different PSSuP types were compared, and four strategic orientations of customer experience creation in PSSuP are pointed out: price, confidence, convenience, and delight orientation. For each of these strategic orientations, supportive PSSuP offering characteristics are specified. Building on the findings of this study, theoretical and managerial implications for product–service systems marketing are pointed out, and the need for research on the role of information and communication technology as an enabler of customer experience creation in PSSuP is highlighted.
Defining the antecedents of experience co-creation as applied to alternative consumption models
(2019)
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.
