How Do Self-Service Technologies Shape Consumer Value Co-Creation? Insights From the Cultural Sector

This study explores how customers use self-service technologies to co-create experience and value. We find that consumers' workload increases because two entangled appropriation cycles, SST appropriation and core service appropriation, are operated concurrently. Moreover, SST plays three roles in co-creation process: experience implementer, experience transformer, and economic value signal.

Citation:

Fei Gao, Francois Colbert, and Danilo C. Dantas (2021) ,"How Do Self-Service Technologies Shape Consumer Value Co-Creation? Insights From the Cultural Sector", in NA - Advances in Consumer Research Volume 49, eds. Tonya Williams Bradford, Anat Keinan, and Matthew Matthew Thomson, Duluth, MN : Association for Consumer Research, Pages: 320-322.