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Value creation in public transit services

Mikael Johnson, Heiko Gebauer & Bo Enquist

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abstract There is a trend to focus on value creation and to exchange the output between supplier and customer through different activities. The trend ion value creation s describe through various notions such as servicification, service-dominant logic, or prosumption. Understanding value creation is not only beneficial in highly competitive industries, but assists also public sectors. In fact, the term value co- production as a synonym to value creation originated partly from the public service sector. Our intension is to revitalize this concept in the context of value creation in public transit services. The article represents a revitalization of the discussion on value co-production in the context of public services. We continue the research activities started by Christopher Lovelock’s on marketing research on public transit services and combine it with the latest contributions on value creation. Second, by combining value creation opportunities within different activities, we break with the tendency to isolate value creation opportunities from each other. For that reason, our study contributes to argumentation that there is a lack of work directed at providing frameworks to manage the value co-creation process. Third, mapping the value creation opportunities and understanding their impact on public transit services will indicate that value creation opportunities are linked to resource integration within value networks. This guides research on how to bridge the two fundamental premises announced by Vargo and Lusch (2008) on customers are always value co-creators (FP 3) and all social and economic actors are resource integrators (FP 6). The empirical background of the study is based on four case studies in different context of public transit services.

Download: http://www.cerog.org/lalondeCB/SM/2010_lalonde_seminar/paper s/p18-111-johnson-gebauer-enquist-2010-01-15-rev2010-03-31.pdf
   
type conference paper (English)
   
keywords Value co-creation, customer engagement, co-design, self service, problem solving, customer experience
   
name of conference 11th International Research Seminar in Service Management (The La Londe Conference in Service Management)
date of conference 26-5-2010
page(s) 1-20
publisher IAE Aix-en-Provence
review not reviewed
   
citation Johnson, M., Gebauer, H., & Enquist, B. (2010). Value creation in public transit services. In , pp.1-20: IAE Aix-en-Provence.