Managing value co-creation in consumer service systems within smart retail settings

• Main Authors: Bassano, C. (Author), Piciocchi, P. (Author), Pietronudo, M.C (Author), Spohrer, J.J.C (Author)
• Format: Article
• Language: English
• Published: Elsevier Ltd 2018
• Subjects: Collective knowledge systems; holistic approach; Internet; knowledge based system; retailing; service quality; Smart retailing, Consumer service system; social network; Social-semantic web; stakeholder
• Online Access: View Fulltext in Publisher
• ISBN: 09696989 (ISSN)
• DOI: 10.1016/j.jretconser.2018.09.008

The study proposes a holistic approach to consumer service systems and “collective intelligence” by investigating the Collective Knowledge Systems (CKSs) and the Social Semantic Web (SSW) platform as enablers for value co-creation. Our paper makes progress exploring on value co-creation within smart retail settings focusing on customer care service. A request management based on semantic web applications improves business processes, exchange relevant information with stakeholders spreading the collected intelligence at multiple levels (consumers, customer service, retailers). Modeling service systems as CKS allows retailers and customers to co-create value that is “semanticized” and exploited as an improvement of the service itself. © 2018 Elsevier Ltd