Co-destruction of value in context: Cases from retail banking

John (Steve) Worthington, Mark Durkin

Research output: Contribution to journalArticleResearchpeer-review

Abstract

While both service organisations and consumers can co-create value they can also co-destroy value. This paper explores the concept of co-destruction of value through the use of case studies from personal retail banking and illustrates such co-destruction through examples of irresponsible borrowing and irresponsible lending. A conceptual model is proposed which captures the dyadic relationship between banker and customer and highlights where potential for co-destruction of value can be found with respect to the orientations of bank and customer. Managerial implications are discussed.
Original languageEnglish
Pages (from-to)291 - 307
Number of pages17
JournalMarketing Review
Volume12
Issue number3
DOIs
Publication statusPublished - 2012

Cite this

Worthington, John (Steve) ; Durkin, Mark. / Co-destruction of value in context: Cases from retail banking. In: Marketing Review. 2012 ; Vol. 12, No. 3. pp. 291 - 307.
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Co-destruction of value in context: Cases from retail banking. / Worthington, John (Steve); Durkin, Mark.

In: Marketing Review, Vol. 12, No. 3, 2012, p. 291 - 307.

Research output: Contribution to journalArticleResearchpeer-review

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