Co-destruction of value in context: Cases from retail banking
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.
Keywords: CO-DESTRUCTION OF VALUE; CONCEPTUAL MODEL; DENIAL OF DEBT; IRRESPONSIBLE BORROWING; IRRESPONSIBLE LENDING; RETAIL BANKING
Document Type: Research Article
Publication date: 01 September 2012
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