Shifting arrays of a kaleidoscope: The orchestration of relational value cocreation in service systems

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dc.contributor.author Kelleher, Carol
dc.contributor.author O'Loughlin, Deirdre
dc.contributor.author Gummerus, Johanna
dc.contributor.author Peñaloza, Lisa
dc.date.accessioned 2019-12-05T11:50:40Z
dc.date.available 2019-12-05T11:50:40Z
dc.date.issued 2019-11-06
dc.identifier.citation Kelleher, C., O'Loughlin, D., Gummerus, J. and Peñaloza, L. (2019) 'Shifting arrays of a kaleidoscope: The orchestration of relational value cocreation in service systems', Journal of Service Research. doi: 10.1177/1094670519882495 en
dc.identifier.issn 1094-6705
dc.identifier.uri http://hdl.handle.net/10468/9341
dc.identifier.doi 10.1177/1094670519882495 en
dc.description.abstract The predominant value discourse among scholars characterizes value cocreation as involving multiple actors at the micro-, meso-, and macrolevels in service systems. This research contributes to the knowledge of the interdependencies among multiple resource-integrating actors and value outcomes by employing a relational perspective on value cocreation within the empirical context of family caregiving. The findings reveal how interdependent actors orchestrate value cocreation in service systems, how this impacts value, and how orchestration precipitates system adjustments, which form the recursive context of value cocreation over time. We differentiate and delineate three multi-actor orchestration mechanisms—assembling, performing, and brokering—through which nonreferent beneficiaries coordinate value cocreation on behalf of dependent referent beneficiaries. We term the mutually generalized oscillating multiform negative and positive well-being outcomes that emerge from orchestration among interdependent actors as relational value. In employing the metaphor of the kaleidoscope to emphasize system dynamism, our discussion of relational value cocreation deepens our understanding of how nonreferent beneficiary-led orchestration, founded on generalized mutuality and on behalf of referent beneficiaries with reduced agency, enhances and balances multiform, oscillating and positive and negative well-being outcomes in service systems. This will help service practitioners facilitate orchestration and optimize value for all. en
dc.description.sponsorship Irish Research Council (New Foundations Program) en
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.publisher SAGE Publications en
dc.relation.uri https://journals.sagepub.com/doi/10.1177/1094670519882495
dc.rights © 2019, the Authors. Reprinted by permission of SAGE Publications. All rights reserved. en
dc.subject Value cocreation en
dc.subject Orchestration en
dc.subject Relational value en
dc.subject Well-being en
dc.subject Transformative service research en
dc.title Shifting arrays of a kaleidoscope: The orchestration of relational value cocreation in service systems en
dc.type Article (peer-reviewed) en
dc.internal.authorcontactother Carol Kelleher, Management & Marketing, University College Cork, Cork, Ireland. +353-21-490-3000 Email: carol.kelleher@ucc.ie en
dc.internal.availability Full text available en
dc.date.updated 2019-12-05T11:42:20Z
dc.description.version Accepted Version en
dc.internal.rssid 499776872
dc.contributor.funder Irish Research Council en
dc.description.status Peer reviewed en
dc.identifier.journaltitle Journal of Service Research en
dc.internal.copyrightchecked Yes
dc.internal.licenseacceptance Yes en
dc.internal.IRISemailaddress carol.kelleher@ucc.ie en
dc.internal.bibliocheck In press. Check vol / issue / page range. Amend citation and copyright statement as necessary. en
dc.identifier.eissn 1552-7379


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