SHS Web Conf.
Volume 56, 2018International Conference on Leadership and Management (ICLM 2018)
|Number of page(s)||7|
|Section||Agile Leadership & Preemptive Global Business Management|
|Published online||14 November 2018|
The DART Perspective on Value Co-Creation between Frontline Employees and Internal Service Providers
Department of Management & Humanities, Universiti Teknologi PETRONAS, 32610 Seri Iskandar, Perak, Malaysia
* Corresponding author: firstname.lastname@example.org
This article studies the DART model and its importance in developing actors value co-creation attitude and behavior within the firms’ micro-level ecosystem. Fifteen propositions are proposed based on the literature from service-dominant logic perspective. Two major contributions are made. First, the article provides the importance and need of co-creation between the actors such as frontline employees with internal service providers in firms’ micro-level ecosystem. Second, it highlights the dialogue, access, risk and transparency as important factors that can develop actors’ attitude towards engagement in co-creation which subsequently lead to actors’ actual engagement in co-creation. The article is conceptual and needs empirical validation.
Key words: Service-dominant logic / service eco-system / value co-creation
© The Authors, published by EDP Sciences, 2018
This is an open access article distributed under the terms of the Creative Commons Attribution License 4.0 (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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