Sharma & Conduit - Cocreation Culture

Question 1

Co-creation culture

Answer 1

BEHAVIORS & VALUES that support all actors in actively participating in resource integration to mutually create value

• > including customers as co-creator of value
• > boundaries between organization and customer blur

Question 2

Core Co-creation behaviors

Answer 2

1 - Co-Production: customer participation in direct service provision, integrating resources to achieve a desired outcome (personal benefit)
2 - Co-Development: customer contribute resources to enhance service offerings (organizational benefit)
3 - Co-learning: customer and firm learn from each other to build knowledge
4 - Co-advocacy: customers actively involved in promoting firm, engaging other customers
5 - Co-governance: active involvement in firm strategy - board, management, committees

Question 3

Supportive co-creation behaviors

Answer 3

Dialogue - two way communication, proactive, transparent
Shared Market Intelligence - sharing of information
Shared decision making - involving customers and employees in decisions
Mutual capability development - contribution to development of customer skills to enable co-creation of value

Question 4

Co-creation values

Answer 4

Mutual respect
Mutual trust
Empowerment