Value creation: an internal customers’ perspective

Abstract

Purpose

The purpose of this paper is to understand and deliver the needs and wants of external customers. This being the case, we know quite a lot about one perspective of the value co-creation process (i.e. external customers’ perception) but very little about other stakeholder perspectives, in particular, internal customers’ perspectives of the value co-creation process.

Design/methodology/approach

This paper draws on the works of Edvardsson et al. (2011), Giddens (1984), Sweeney and Soutar (200), Helkkula et al. (2012), Herzberg et al. (1959) and Wolf (1970) to build a conceptual model of value creation developed specifically from the internal customer’s perspective.

Findings

The resultant conceptual model (shown in Figure 1) provides insight into the socio-structural and social exchange elements of the firm that provide the stimuli to value creation, which in the first instance, gratify (or not) the needs of internal customers and, secondly, influence the multi-dimensional value perceptions of internal customers.

Originality/value

The conceptual model of this paper provides a unique, pragmatic and useful framework for understanding how internal customers derive and perceive value within the social landscape of the firm. While empirical validation of the model is essential, the model, as presented herein, provides an excellent starting point for further investigation in this important, but largely under-researched, area.

Citation

Grace, D. and Lo Iacono, J. (2015), "Value creation: an internal customers’ perspective", Journal of Services Marketing, Vol. 29 No. 6/7, pp. 560-570. https://doi.org/10.1108/JSM-09-2014-0311