Find in Library

In this study, resource integration of value creation in a service encounter is reexamined and the importance of social context in value co-creation is discussed. The results show that service providers use service scripts to integrate and record various resources, enabling them to enhance the quality of value co-creation when customers reuse services. Findings from observations and interviews showed how a store manager, who is a hairdresser, memorizes the customer interaction process, what is recorded in the service script, and how the recorded service script is reused.