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Co-creation and co-destruction of experiential value: a service perspective in projects

Fuentes, M; (2019) Co-creation and co-destruction of experiential value: a service perspective in projects. Built Environment Project and Asset Management , 9 (1) pp. 100-117. 10.1108/BEPAM-02-2018-0052. Green open access

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Abstract

Purpose: One way in which to induce an advantageous position is to improve the value outcomes experienced from commissioned projects. The purpose of this paper is to consider project stakeholders, such as end-users, as active co-creators of value. This may be achieved by taking into account interactive capabilities and service design practices. This may influence experiential and financial value outcomes for a range of project stakeholders. Design/methodology/approach: A single case displayed as a pilot study helps to establish the transferability of the co-creation and the service experience to the construction context. Findings: Findings show that project managers pay insufficient attention to the service experience. The analysis demonstrates users are treated as destroyers of value, rather than as co-creators of value. In addition to this, the findings suggest contextual aspects, such as unethical behaviour, misalignment of values, power asymmetry and lack of contextual awareness, may ultimately affect the project outcomes. Practical implications: The implication for the construction context is to create awareness of interactive capabilities and service design practices, which permit the enhancement of experimental value outcomes. Originality/value: Service-dominant logic is used as a variant perspective to analyse the project usefulness and benefits for a range of stakeholders. The originality comes from the initial exploration of how benefits could be collaboratively configured through interactive capabilities and service design practices with a range of stakeholders.

Type: Article
Title: Co-creation and co-destruction of experiential value: a service perspective in projects
Open access status: An open access version is available from UCL Discovery
DOI: 10.1108/BEPAM-02-2018-0052
Publisher version: https://doi.org/10.1108/BEPAM-02-2018-0052
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
Keywords: Service, Value, Service experiences, Co-creation, Co-creation capabilities, Co-destruction
UCL classification: UCL
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of the Built Environment
URI: https://discovery.ucl.ac.uk/id/eprint/10071385
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