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Toxic Collaborations: Co-Destroying Value in the B2B Context

Cabiddu, Francesca; Frau, Moreno; Lombardo, Sebastiano
Journal article, Peer reviewed
Accepted version
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URI
http://hdl.handle.net/11250/2590791
Date
2019
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  • Publikasjoner fra CRIStin - BI [630]
  • Scientific articles [1334]
Original version
Journal of Service Research. 2019, .   https://doi.org/10.1177/1094670519835311
Abstract
Service research and marketing theory have found value co-creation to be a key element in the business-to-business (B2B) context. Value can also be co-destroyed by the same actors who interact to create it. However, very few studies have examined service provider-customer work practices when value co-destruction (VCD) occurs. In this qualitative study, we approach VCD by combining social interactions and resource integration practices with a notion of value that reveals its multiform nature. We adopt a value definition that enables us to show that the notion of co-creation and co-destruction should be viewed conceptually as representing a value variation space rather than as being dichotomous or mutually exclusive. Our research allows practitioners to recognize and contrast VCD, as it emerges and impacts their B2B relations.
Publisher
Sage
Journal
Journal of Service Research

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