Modelling customer process activities in interactive value creation

Thomas Eichentopf, M Kleinaltenkamp, J van Stiphout

Research output: Contribution to journalArticleAcademicpeer-review

68 Citations (Scopus)


Customers' role in value creation has changed dramatically over the past few years. Today, many firms view customers as co-creators of value. Until recently, however, attention to customer integration was mainly directed toward customers' role in a firm's given supply processes. The goal of this paper is to show that processes on the customer side are equally important for the overall success of value creation. This reasoning for the role of customers is based on a theoretical discussion of customer integration, blueprints and customer scripts. Relating this work to the general problem of transaction costs from information asymmetries, the paper develops a typology of how customer scripts can be applied in various situations. The paper reintroduces scripts in the marketing discussion. In addition, it provides a new typology of situations in interactive value creation.
Original languageEnglish
Pages (from-to)650-663
Number of pages14
JournalJournal of Service Management
Issue number5
Publication statusPublished - 2011
Externally publishedYes

Research programs

  • ESE - MKT


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