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Co-destruction of value in context: Cases from retail banking

Worthington, S and Durkin, Mark (2012) Co-destruction of value in context: Cases from retail banking. the Marketing Review, 12 (3). pp. 291-307. [Journal article]

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DOI: 10.1362/146934712X13420906885476

Abstract

While both service organisations and consumers can co-create value they canalso co-destroy value. This paper explores the concept of co-destruction of valuethrough the use of case studies from personal retail banking and illustrates suchco-destruction through examples of irresponsible borrowing and irresponsiblelending. A conceptual model is proposed which captures the dyadic relationshipbetween banker and customer and highlights where potential for co-destructionof value can be found with respect to the orientations of bank and customerManagerial implications are discussed.

Item Type:Journal article
Faculties and Schools:Ulster Business School > Department of Marketing, Entrepreneurship and Strategy
Ulster Business School
Research Institutes and Groups:Business and Management Research Institute
ID Code:26346
Deposited By: Mrs Karen Surgeoner
Deposited On:13 Aug 2013 08:13
Last Modified:13 Aug 2013 08:13

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