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

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dc.contributor.authorKelleher, Carol
dc.contributor.authorO'Loughlin, Deirdre
dc.contributor.authorGummerus, Johanna
dc.contributor.authorPeñaloza, Lisa
dc.contributor.funderIrish Research Councilen
dc.date.accessioned2019-12-05T11:50:40Z
dc.date.available2019-12-05T11:50:40Z
dc.date.issued2019-11-06
dc.date.updated2019-12-05T11:42:20Z
dc.description.abstractThe 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.sponsorshipIrish Research Council (New Foundations Program)en
dc.description.statusPeer revieweden
dc.description.versionAccepted Versionen
dc.format.mimetypeapplication/pdfen
dc.identifier.citationKelleher, 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: 10.1177/1094670519882495en
dc.identifier.doi10.1177/1094670519882495en
dc.identifier.eissn1552-7379
dc.identifier.issn1094-6705
dc.identifier.journaltitleJournal of Service Researchen
dc.identifier.urihttps://hdl.handle.net/10468/9341
dc.language.isoenen
dc.publisherSAGE Publicationsen
dc.relation.urihttps://journals.sagepub.com/doi/10.1177/1094670519882495
dc.rights© 2019, the Authors. Reprinted by permission of SAGE Publications. All rights reserved.en
dc.subjectValue cocreationen
dc.subjectOrchestrationen
dc.subjectRelational valueen
dc.subjectWell-beingen
dc.subjectTransformative service researchen
dc.titleShifting arrays of a kaleidoscope: The orchestration of relational value cocreation in service systemsen
dc.typeArticle (peer-reviewed)en
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