Going beyond the service exchange: Employees’ perceived value of an engagement platform.

Abstract

Contemporary value co-creation research suggests that firms have to shift their focus from existing interactions to newly build interaction platforms based on customer experiences. More specifically, firms should build so-called ‘engagement platforms’ that go beyond the traditional boundaries of the firm and expand customer relationships in order to create new sources of value for all parties involved. These engagement platforms fundamentally change the role of the frontline service employee (FSE). However, relatively little is known about whether and how these platforms create a valuable experience for FSEs.