Abstract
The notion of consumer misbehavior has gained more attention in recent years, challenging the old adage that “the customer is always right.” This is also evident in the value co-creation literature in which certain behaviors, such as consumer participation, may result in undesired consequences. However, only a handful of researchers have begun to view this alternative side to value co-creation. As such, this article seeks to gain a better understanding of the manifestations and traits of value co-destruction (VCD), the opposite possibility of value co-creation. Here, VCD refers to the decline in value created together by a provider and consumer from their interactions and experiences that result in resource disintegration. From a service-dominant logic perspective, the current study argues the propensity of consumers contributing negative value to the co-creation process through resource disintegration. That is, if resources are misused or applied the wrong way, then the value potential is not realized from the dyad. Using a typology of value destruction, this article explores the application of resource disintegration based on the interaction between service systems and intentionality.
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Keywords
- Consumer Misbehavior
- Service-dominant Logic Perspective
- Value Destruction
- Opposite Possibility
- Consumer Involvement
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
The notion of consumer misbehavior has gained more attention in recent years, challenging the old adage that “the customer is always right.” This is also evident in the value co-creation literature in which certain behaviors, such as consumer participation, may result in undesired consequences. However, only a handful of researchers have begun to view this alternative side to value co-creation. As such, this article seeks to gain a better understanding of the manifestations and traits of value co-destruction (VCD), the opposite possibility of value co-creation. Here, VCD refers to the decline in value created together by a provider and consumer from their interactions and experiences that result in resource disintegration. From a service-dominant logic perspective, the current study argues the propensity of consumers contributing negative value to the co-creation process through resource disintegration. That is, if resources are misused or applied the wrong way, then the value potential is not realized from the dyad. Using a typology of value destruction, this article explores the application of resource disintegration based on the interaction between service systems and intentionality.
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Cao, J.T., Alford, B.L., Krey, N. (2018). Examining Value Co-Destruction: Toward a Typology of Resource Disintegration: An Abstract. In: Rossi, P., Krey, N. (eds) Marketing Transformation: Marketing Practice in an Ever Changing World. AMSWMC 2017. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-68750-6_25
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DOI: https://doi.org/10.1007/978-3-319-68750-6_25
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