In the recent past the paradigm of value creation has started to change, moving from product-focused value chains to knowledge-driven collaborative environments. The underlying driver can be found in customers themselves who are informed and connected as never before. Modern technology enables individuals to become more active by facilitating communication and collaboration globally. The emergi...

Wine tourism is an increasingly prevalent form of tourism, but still emerging market in China. highly experiential, yet only a few research works have focused on the antecedents and consequences co-creation experience context wine tourism. In this study, Chateau Changyu Rena Shaanxi, China, was selected as site to explore impacts experience, perceived value, consumer behavior. The Structure Equ...

While Customer Relationship Management (CRM) refers to building strategies and tools for managing relationships with customers, Customer Knowledge Management (CKM) refers to strategies that help companies derive valuable insights about customers that get stored in the form of customer data / information to be shared across the value chain, which when preserved would become a knowledge repositor...

Product-Service Systems are considered as facilitators for value creation to attain sustainability. This paper studies how service delivery and the co-creation process are two means of enhancing the design of valuable and sustainable solutions. The paper shows how service delivery and cocreation process are both in the core of the interaction between the provider and the customer and can be con...

Value co-creation process as a mutual interaction between individuals is a key issue across the management network. Recently, studies have placed a special emphasis on people’s interaction in order to accomplish value co-creation. Given that the process of experience exchange enables us to identify our resources in transactional processes and make collaboration to achieve common values, the pur...

In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in...