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Developing a new conceptual framework for experience and value creation

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Abstract

This article studies the concept of experience and examines its importance in value-creation processes, applying a longitudinal approach. It employs a research method based on developing sixteen propositions about experience and value. Four major contributions are made. First, the article provides a conciliatory conceptualisation to explain what experience is. Second, it identifies three concepts to understand the relationship between experience and value: potential source of value, inductor means and accumulation of value. Third, it distinguishes the role of experience in three value-creation processes: formation, transformation and co-creation. Fourth, it validates the temporal evolution of the conceptual framework.

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Acknowledgements

The authors are grateful for the financial support of the Government of Aragon and the European Social Fund (“GENERES” Group S-54) and the Spanish Ministry of Economy and Competitiveness and FEDER (project ECO2015-64567-R). They also appreciate the valuable comments and suggestions made by the editor and the reviewers throughout the review process.

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  1. Department of Marketing, University of Zaragoza, Edificio Lorenzo Normante C/María de Luna, s/n, 50012, Zaragoza, Spain

    Blanca Hernández-Ortega & José L. Franco

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  1. Blanca Hernández-Ortega
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  2. José L. Franco
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Correspondence to Blanca Hernández-Ortega.

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Hernández-Ortega, B., Franco, J.L. Developing a new conceptual framework for experience and value creation. Serv Bus 13, 225–248 (2019). https://doi.org/10.1007/s11628-018-0379-4

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