Practices and experiences: challenges and opportunities for value research
Abstract
Purpose
The purpose of this paper is to distinguish experiences from practices and relate this distinction to current developments in value research within service‐dominant (S‐D) logic and the broader service domain.
Design/methodology/approach
The paper provides a conceptual overview of how experiences and practices have been characterized in the literature to date, how they differ from each other, and if and where they intersect. Following this, the epistemological and methodological differences between practices and experiences are illustrated using narrated experiences and practical observations of car‐washing.
Findings
While practices are primarily routinized patterns of behaviour, experiences focus more on individuals' value determinations in different contexts. Thus, different types of methodology are needed to observe customers' behaviour in value‐creating practices and interpret customers' sense making of value experiences.
Research limitations/implications
Both phenomenological value experiences and value co‐creation practices contribute to value research: while practices are the shared possession of the collective, internal and individual differentiation is included in practices. Practices may change or evolve over time, possibly resulting in improved value outcomes or experiences. Opportunities and challenges should be considered by value researchers including the temporal nature of practices and experiences, evidence about value, and the intersubjectivity of social relations.
Practical implications
To better facilitate individual experiences and collective practices, service providers need to understand both experiences and practices in order to co‐create value with individuals and their networks.
Originality/value
This study is the first systematic attempt in service research to present an analysis of the distinction between experiences and practices, and to analyze the relevance of this distinction for value research.
Keywords
Citation
Helkkula, A., Kelleher, C. and Pihlström, M. (2012), "Practices and experiences: challenges and opportunities for value research", Journal of Service Management, Vol. 23 No. 4, pp. 554-570. https://doi.org/10.1108/09564231211260413
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited