Working together: understanding value co-creation processes in professional service delivery
Keywords:value co-creation, processes, provider, client, professional services, case study
The starting point for professional service firm is actively participate in clients’ value co-creation processes to create unique value for clients. While prior studies focused on the concept of value co-creation and specifically not examined the context of professional services, the existing body of knowledge lacks empirical data on value co-creation, and consequently, does not provide sufficient practical insights for the service providers. This study addresses this gap in the research and aims to extend the understanding of processes of value co-creation between professional service firm and its clients. A case study result reveals seven value co-creation processes specific in professional service context performed by the client, the provider or executed in client-provider encounter. Value co-creation benefit and the possibilities for enhancing value co-creation between professional service firm and its client were analysed also.