Emphatic understanding as a source of value co-creation

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

Abstract

Purpose - The paper examines how experience-driven design methods support an understanding of value co-creation and differentiation in changing service ecosystems. The aim is to build linkages between topical debate on S-D logic, brand research, service design and experience-driven design approaches. Furthermore, we demonstrate empirically the dynamic and socially constructive nature of value co-creation with an emphasis on unique, holistic experience and image co-construction among beneficiaries, as a means of differentiation. Methodology - Qualitative multi-case and participatory fieldwork approach were adopted in the context of residency in Finland. We focused with six SME companies on topical real estate management service by means of emphatic understanding and holistic experience of the residents as end customers as a powerful means for differentiation in the changing industry. Findings - An experience-driven design approach seems to deepen the understanding of value co-creation and differentiation among personnel in real estate management service companies towards a service mindset. However, empirical findings also revealed that the complex dynamics of transformation were inhibited by institutionalized practices and enabled by new value creation opportunities. Research limitations - The chosen research approach provided rich empirical data. However, the findings are tentative with case-study limitations, and thus open avenues for further research. Practical implications - The experience-driven design approach seems relevant, and methods applicable across industries to support adopting the service mindset in practice. Originality/value - The paper brings a new insight to the topical research debate by linking S-D logic, brand research and experience-driven design approaches, and exploring them empirically, particularly in rather unstudied real estate management service context with great value creation opportunities.
Original languageEnglish
Title of host publicationProceedings of the 5th Naples Forum on Service
Subtitle of host publicationService Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda
Number of pages14
Publication statusPublished - 2017
MoE publication typeB3 Non-refereed article in conference proceedings
Event5th Naples Forum on Service - Sorrento, Italy
Duration: 6 Jun 20179 Jun 2017

Conference

Conference5th Naples Forum on Service
CountryItaly
CitySorrento
Period6/06/179/06/17

Fingerprint

Co-creation of value
Service management
Real estate
Industry
S-D logic
Mindset
Value creation
Small and medium-sized enterprises
Ecosystem services
Empirical data
Qualitative methodology
Service design
Linkage
Complex dynamics
Service experience
Co-construction
Participatory approach
Finland
Personnel
Residents

Keywords

  • value co-creation
  • value-in-use
  • value-in-context
  • experience
  • design thinking
  • real estate management
  • SME

Cite this

Lappalainen, I., Airola, M., & Maaria, N. (2017). Emphatic understanding as a source of value co-creation. In Proceedings of the 5th Naples Forum on Service: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda
Lappalainen, Inka ; Airola, Merja ; Maaria, Nuutinen. / Emphatic understanding as a source of value co-creation. Proceedings of the 5th Naples Forum on Service: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. 2017.
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Lappalainen, I, Airola, M & Maaria, N 2017, Emphatic understanding as a source of value co-creation. in Proceedings of the 5th Naples Forum on Service: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. 5th Naples Forum on Service, Sorrento, Italy, 6/06/17.

Emphatic understanding as a source of value co-creation. / Lappalainen, Inka; Airola, Merja; Maaria, Nuutinen.

Proceedings of the 5th Naples Forum on Service: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. 2017.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

TY - GEN

T1 - Emphatic understanding as a source of value co-creation

AU - Lappalainen, Inka

AU - Airola, Merja

AU - Maaria, Nuutinen

N1 - Project code: 101923

PY - 2017

Y1 - 2017

N2 - Purpose - The paper examines how experience-driven design methods support an understanding of value co-creation and differentiation in changing service ecosystems. The aim is to build linkages between topical debate on S-D logic, brand research, service design and experience-driven design approaches. Furthermore, we demonstrate empirically the dynamic and socially constructive nature of value co-creation with an emphasis on unique, holistic experience and image co-construction among beneficiaries, as a means of differentiation. Methodology - Qualitative multi-case and participatory fieldwork approach were adopted in the context of residency in Finland. We focused with six SME companies on topical real estate management service by means of emphatic understanding and holistic experience of the residents as end customers as a powerful means for differentiation in the changing industry. Findings - An experience-driven design approach seems to deepen the understanding of value co-creation and differentiation among personnel in real estate management service companies towards a service mindset. However, empirical findings also revealed that the complex dynamics of transformation were inhibited by institutionalized practices and enabled by new value creation opportunities. Research limitations - The chosen research approach provided rich empirical data. However, the findings are tentative with case-study limitations, and thus open avenues for further research. Practical implications - The experience-driven design approach seems relevant, and methods applicable across industries to support adopting the service mindset in practice. Originality/value - The paper brings a new insight to the topical research debate by linking S-D logic, brand research and experience-driven design approaches, and exploring them empirically, particularly in rather unstudied real estate management service context with great value creation opportunities.

AB - Purpose - The paper examines how experience-driven design methods support an understanding of value co-creation and differentiation in changing service ecosystems. The aim is to build linkages between topical debate on S-D logic, brand research, service design and experience-driven design approaches. Furthermore, we demonstrate empirically the dynamic and socially constructive nature of value co-creation with an emphasis on unique, holistic experience and image co-construction among beneficiaries, as a means of differentiation. Methodology - Qualitative multi-case and participatory fieldwork approach were adopted in the context of residency in Finland. We focused with six SME companies on topical real estate management service by means of emphatic understanding and holistic experience of the residents as end customers as a powerful means for differentiation in the changing industry. Findings - An experience-driven design approach seems to deepen the understanding of value co-creation and differentiation among personnel in real estate management service companies towards a service mindset. However, empirical findings also revealed that the complex dynamics of transformation were inhibited by institutionalized practices and enabled by new value creation opportunities. Research limitations - The chosen research approach provided rich empirical data. However, the findings are tentative with case-study limitations, and thus open avenues for further research. Practical implications - The experience-driven design approach seems relevant, and methods applicable across industries to support adopting the service mindset in practice. Originality/value - The paper brings a new insight to the topical research debate by linking S-D logic, brand research and experience-driven design approaches, and exploring them empirically, particularly in rather unstudied real estate management service context with great value creation opportunities.

KW - value co-creation

KW - value-in-use

KW - value-in-context

KW - experience

KW - design thinking

KW - real estate management

KW - SME

M3 - Conference article in proceedings

SN - 978-88-92667-57-0

BT - Proceedings of the 5th Naples Forum on Service

ER -

Lappalainen I, Airola M, Maaria N. Emphatic understanding as a source of value co-creation. In Proceedings of the 5th Naples Forum on Service: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. 2017