The aim of this conceptual article is to both provide a critical review of research into value co-
destruction (VCD) and outline a common conceptual framework in order to better …

In a marketplace characterised by more demanding and more active customers, both
academics and practitioners have become increasingly drawn to the concept of customer …

Artificial intelligence (AI)-powered chatbots are changing the nature of service interfaces
from being human-driven to technology-dominant. As a result, customers are expected to …

Artificial intelligence (AI) is likely to spawn revolutionary transformational effects on service
organizations, including by impacting the ways in which firms engage with their customers …

Artificial intelligence (AI) and machine learning (ML) may save money and improve the
efficiency of business processes, but these technologies can also destroy business value …

This book is based upon and extends the theoretical and empirical work of the author over
the last decade. It integrates material deriving from his previous conceptual and empirical …

Value co-destruction is a possible outcome of business, public and consumer collaboration.
We examine reasons that lead to value co-destruction and when these reasons emerge …

Despite the significant strides made in the customer engagement literature, the need to
understand any marketing actor's engagement (vs. merely the customer's) is increasingly …

This paper reports on a study of value co-destruction in public services, ie diminishment of
value by interaction between providers, users, and other actors. The goal is to contribute to …

While the current literature generally assumes that implementing sustainable business
practices (SBPs) will lead to improved wellbeing and positive outcomes, relatively little …