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.
    @inproceedings{3dca7648aca14ebba4bf9fb767b92740,
    title = "Emphatic understanding as a source of value co-creation",
    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.",
    keywords = "value co-creation, value-in-use, value-in-context, experience, design thinking, real estate management, SME",
    author = "Inka Lappalainen and Merja Airola and Nuutinen Maaria",
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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.

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    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