Title :
An Empirical Examination of Cumulative Capabilities in Value Co-Creation with Customers
Author_Institution :
Sch. of Manage. & Econ., Beijing Inst. of Technol., Beijing, China
Abstract :
The purpose of this paper is to extend the cumulative theory by examining the interaction mechanisms of capabilities in the setting of value co-creation with customers. Based on large-scale survey data collected in the middle of China and coupled with multi-method, this study makes contributions in the following three aspects. First, the enhancement of certain traditional capabilities (flexibility and delivery capabilities) can amplify certain new capabilities, i.e. service capability and customerization capability, when properly involving customers in value co-creation system. Second, this study finds flexibility plays a basic role to amplify other capabilities in the new strategy. The findings of this study help extend the cumulative theory to the scenario of value co-creation with customers. The results of this research help guide companies to take both internally and externally focused views of capabilities development to excel in coming competition.
Keywords :
customer services; organisational aspects; China; cumulative capability; customer; customerization capability; interaction mechanism; service capability; value cocreation; Analytical models; Companies; Correlation; Equations; Manufacturing; Mathematical model; Reliability;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
Electronic_ISBN :
978-1-4244-5326-9
DOI :
10.1109/ICMSS.2010.5576509