DART Scale Development: Diagnosing A Firm’s Readiness For Strategic Value Co-Creation

ASU Author/Contributor (non-ASU co-authors, if there are any, appear on document)
Pia A. Albinsson PhD, Associate Professor (Creator)
Appalachian State University (ASU )
Web Site: https://library.appstate.edu/

Abstract: Value co-creation (VCC) requires firms to shift their operations from firm-centric, closed systems to more collaborative environments dedicated to the creation of reciprocal value for their network of value partners and consumer communities. This article presents the development of the DART scale that measures dimensions of Dialogue, Access, Risk assessment, and Transparency in customer interactions within the service experience environment. Evaluating the four dimensions allows firms to assess their institutional readiness for strategic value co-creation and encourages firms to reflect upon their use of structures and policies that support a climate conducive to strategic value co-creation.

Additional Information

Albinsson, P. A., Perera, B. Y., & Sautter, P. T. (2016). DART SCALE DEVELOPMENT: DIAGNOSING A FIRM'S READINESS FOR STRATEGIC VALUE CO-CREATION. Journal of Marketing Theory and Practice, 24(1), 42-58. doi:http://dx.doi.org/10.1080/10696679.2016.1089763. Publisher version of record available at: https://www.tandfonline.com/doi/full/10.1080/10696679.2016.1089763
Language: English
Date: 2015
DART, Value co-creation (VCC), service experience, Dialogue, Access, Risk assessment, Transparency, Customer service

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