Co-creation of value and customer experience : an application in online banking

Peña García, Nathalie; Losada Otálora, Mauricio; Juliao Rossi, Jorge; Rodríguez Orejuela, Hector Augusto

doi:https://doi.org/10.3390/su131810486

dc.contributor.author	Peña García, Nathalie	spa
dc.contributor.author	Losada Otálora, Mauricio	spa
dc.contributor.author	Juliao Rossi, Jorge	spa
dc.contributor.author	Rodríguez Orejuela, Hector Augusto	spa
dc.date.accessioned	2023-06-21T22:23:01Z
dc.date.available	2023-06-21T22:23:01Z
dc.date.issued	2021-09-21
dc.identifier.uri	http://hdl.handle.net/10726/5054
dc.language.iso	eng
dc.publisher	MDPI AG
dc.title	Co-creation of value and customer experience : an application in online banking	eng
dc.type	article
dc.rights.accessrights	info:eu-repo/semantics/openAccess
dc.rights.local	Abierto (Texto Completo)
dc.type.version	info:eu-repo/semantics/acceptedVersion
dc.identifier.instname	instname:Colegio de Estudios Superiores de Administración – CESA
dc.identifier.reponame	reponame:Biblioteca Digital – CESA
dc.identifier.repourl	repourl:https://repository.cesa.edu.co/
dc.description.abstractenglish	The need for the banking sector to digitize its services to improve the efficiency of its processes has motivated a wave of research among academics and professionals. One of the most important themes emerging in e-service adoption research is the customer experience. The customer experience has been explored from different angles, being explained from personal elements, interactions between peers, and in terms of the tools provided by companies to improve the experience. However, one of the key elements for improving the customer experience understood from the perspective of service-dominant logic is the co-creation of value. This research explores the personal elements that lead customers to co-create value and how this impacts the customer experience of digital banking channels. We present a cross-sectional quantitative investigation, carried out through a structured questionnaire applied to 406 financial consumers in Colombia. The results indicate that perceived brand knowledge, creativity, and connectivity are antecedents of value co-creation that have a direct effect on the customer experience. The value of the co-creation process allows banks to offer personalized products to their clients without making significant financial and time investments to understand what the client wants, thus improving customer experience with the brand.	eng
dc.type.coar	http://purl.org/coar/resource_type/c_2df8fbb1
dc.relation.citationvolume	13
dc.relation.citationissue	18
dc.contributor.orcid	Peña García, Nathalie [0000-0002-6594-5940]
dc.contributor.orcid	Losada Otálora, Mauricio [0000-0002-1791-9086]
dc.contributor.orcid	Juliao Rossi, Jorge [0000-0002-0711-8576]
dc.contributor.orcid	Rodríguez Orejuela, Hector Augusto [0000-0003-2865-1748]
dc.type.driver	info:eu-repo/semantics/article
dc.type.redcol	http://purl.org/redcol/resource_type/ART
dc.type.coarversion	http://purl.org/coar/version/c_71e4c1898caa6e32
dc.contributor.scopus	Peña García, Nathalie [57202849705]
dc.contributor.scopus	Losada Otálora, Mauricio [55695829400]
dc.contributor.scopus	Juliao Rossi, Jorge [57190065210]
dc.contributor.scopus	Rodríguez Orejuela, Hector Augusto [35739088000]
dc.description.orcid	https://orcid.org/0000-0002-6594-5940
dc.description.orcid	https://orcid.org/0000-0002-1791-9086
dc.description.orcid	https://orcid.org/0000-0002-0711-8576
dc.description.orcid	https://orcid.org/0000-0003-2865-1748
dc.description.scopus	https://www.scopus.com/authid/detail.uri?authorId=57202849705
dc.description.scopus	https://www.scopus.com/authid/detail.uri?authorId=55695829400
dc.description.scopus	https://www.scopus.com/authid/detail.uri?authorId=57190065210
dc.description.scopus	https://www.scopus.com/authid/detail.uri?authorId=35739088000
dc.identifier.eissn	2071-1050
dc.relation.ispartofjournal	Sustainability
dc.identifier.doi	https://doi.org/10.3390/su131810486
dc.subject.proposal	Co-creation of value
dc.subject.proposal	Customer experience
dc.subject.proposal	Online banking
dc.subject.proposal	Consumer behavior
dc.rights.coar	http://purl.org/coar/access_right/c_abf2

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