Exploring Customers’ Co-Learning Practices in Co-Creating Value with Self-Service Technologies
نویسندگان
چکیده
Value co-creation is becoming a prominent business practice, particularly in the service sector, demarcating diversion of strategies to produce mutually valued outcomes. Self-service technology, as technology-based encounter, allow customers perform many transactions independently. Customers’ collaborative learning becomes essential successfully co-create value self-service technologies since they on their own without support organizations’ employees. However, scholarly attention given understanding customer co-learning at SSTs are sporadic. Therefore, this study aims exploring technologies. Aligning with research objectives, qualitative methodology has been adopted. Accordingly, semi structured interviews were conducted, and data analyzed using Thematic analysis approach. The identified five practices technologies; searching information, sharing recalling following instructions, providing feedback. Further, extended categorize based abilities performance three types groups recognized ‘Dire performer’, ‘Fair performer’ ‘Full performer’. Business organizations can effectively use provide learning, conduct training programs, design communication promotional programs targeting different groups, ensuring superior experiences self-
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ژورنال
عنوان ژورنال: Sri Lanka Journal of marketing
سال: 2022
ISSN: ['1800-4989', '2719-2598']
DOI: https://doi.org/10.4038/sljmuok.v8i1.85