From Customer Participation to Perceived Value
A Perspective of Service-Dominant Logic
DOI:
https://doi.org/10.54097/e538n143Keywords:
Co-creation, Customer Participation, Perceived Economic Value, Perceived Emotional ValueAbstract
Customer participation and value co-creation are two core concepts in service marketing, which emphasize that customers are no longer passive value recipients but active value co-creators. This paradigm implies that industries must adopt service-oriented strategies in the future to deliver remarkable experiences and superior value for customers. This paper primarily uses two cases to illustrate its arguments, employing both qualitative and quantitative analysis methods to demonstrate the implications of customer participation and perceived value, as well as the relationship between them. The study offers a reference for practices in service companies and for the service-oriented transformation of manufacturing enterprises. Nonetheless, some research gaps remain, such as multi-industry studies, multi-perspective analyses, and the intrinsic relationships across different value dimensions.
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