Customer value co-creation in KIBS firms’ new service development: Patterns and antecedents

Susan (Sixue) Jia, Fei Li

Abstract


This paper investigates the patterns and antecedents of customer value co-creation (CVC) in knowledge-intensive business services (KIBS) firms’ new service development (NSD) process. In-depth interviews with three typical KIBS firms were conducted to explore the similarities and differences between firms. Qualitative analysis was then performed to construct a theoretic model regarding patterns and antecedents. Findings suggest that (1) NSD for KIBS is redefined as the development of a new servicing method, or the solution to a new issue which is intangible and highly customized; (2) CVC in KIBS NSD is categorized into customer as co-developer (Pattern 1), customer as definer (Pattern 3), and balanced (Pattern 2); (3) an integrated CVC-NSD model for KIBS is established. The novelty of this study is embodied in the redefinition of NSD for KIBS, as well as the identification of the three CVC patterns and their consequences.

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DOI: http://dx.doi.org/10.18533/ijbsr.v8i1.1092

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Copyright (c) 2018 Susan (Sixue) Jia, Fei Li

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International journal of business and social research (Print)
ISSN 2164-2540

International journal of business and social research (Online)
ISSN 2164-2559

[International Journal of Business and Social Research (IJBSR) previously published by MIR Center for Socio-Economic Research, MD, USA. From February 2018 this journal is published by the LAR Center Press, OR, USA]