dc.contributor.author	Kelleher, Carol
dc.contributor.author	Wilson, Hugh N.
dc.contributor.author	Macdonald, Emma K.
dc.contributor.author	Peppard, Joe
dc.date.accessioned	2019-06-04T10:54:22Z
dc.date.available	2019-06-04T10:54:22Z
dc.date.issued	2019-04-08
dc.date.updated	2019-06-04T10:30:11Z
dc.description.abstract	In response to recent calls for deeper understanding of value co-creation between multiple actors, this article explores co-creation in collective consumption contexts. These are defined as settings within which multiple consumers, and optionally multiple other actors such as service personnel, are co-present (physically and/or virtually) and coordinate with one another during product/service consumption. To understand co-creation in such contexts, this article argues for an integration of practice-based and experience-based perspectives, because while collective coordination occurs via social practices, the value that results is by definition an individual experience. By studying an orchestral music context in which multiple consumers and service providers participate, the authors develop a framework dialectically relating co-creation practices to value. Four variables emerge influencing the relationship between co-creation practices and value: role rigidity, consumer heterogeneity conflict, participation access, and signposting. Value can be constrained by role rigidity and by consumer heterogeneity conflict between consumers of differing competence; mitigating this requires that service providers pay attention to participation access and signposting (guiding consumers to select and combine practices in line with their skills and competences). Overall, the findings show how practices shape not just coordination among consumers, but also social learning. Implications for service organizations include how to facilitate social learning between novices and experts so as to optimize value for all.	en
dc.description.status	Peer reviewed	en
dc.description.version	Accepted Version	en
dc.format.mimetype	application/pdf	en
dc.identifier.citation	Kelleher, C., Wilson, H. N., Macdonald, E. K. and Peppard, J. (2019) 'The score is not the music: integrating experience and practice perspectives on value co-creation in collective consumption contexts', Journal of Service Research, 22(2), pp. 120-138. doi: 10.1177/1094670519827384	en
dc.identifier.doi	10.1177/1094670519827384	en
dc.identifier.eissn	1552-7379
dc.identifier.endpage	138	en
dc.identifier.issn	1094-6705
dc.identifier.issued	2	en
dc.identifier.journaltitle	Journal of Service Research	en
dc.identifier.startpage	120	en
dc.identifier.uri	https://hdl.handle.net/10468/8010
dc.identifier.volume	22	en
dc.language.iso	en	en
dc.publisher	SAGE Publications	en
dc.rights	© 2019, the Authors. Reprinted by permission of SAGE Publications. Users may download and save a local copy of an article accessed in an institutional repository for the user's personal reference. For permission to reuse an article, please follow the SAGE Publications Process for Requesting Permission: https://uk.sagepub.com/en-gb/eur/process-for-requesting-permission	en
dc.subject	Value co-creation	en
dc.subject	Collective consumption	en
dc.subject	Practice theory	en
dc.subject	Customer experience	en
dc.subject	Relational constructionism	en
dc.title	The score is not the music: integrating experience and practice perspectives on value co-creation in collective consumption contexts	en
dc.type	Article (peer-reviewed)	en

The score is not the music: integrating experience and practice perspectives on value co-creation in collective consumption contexts

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