TY  - GEN
AU  - Mifsud, Matthieu
AU  - Cases, Anne-Sophie
AU  - N’Goala, Gilles
SN  - 1757-5818
AU  - Mifsud, Matthieu
AU  - Cases, Anne-Sophie
AU  - N’Goala, Gilles
LA  - eng
CN  - ENP-4ea0fa68-98f7-4ddb-86ae-e11b708292dc
TI  - Service appropriation: how do customers make the service their own?
PY  - 2015
AB  - Purpose
The purpose of this paper is to propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon.

Design/methodology/approach
A literature review summarizes views of the appropriation concept from various disciplines (human and social sciences, information systems, marketing), reinforced by an exploratory study in the health sector.

Findings
Six underlying dimensions of service appropriation emerge: service knowledge; service consciousness; self-adaptation to service; service control; service creation; and psychological ownership of the service.

Research limitations/implications
This paper is mainly conceptual and requires empirical testing in other domains to confirm the applicability of the proposed framework.

Practical implications
This study offers insights into how service providers and managers should design services and integrate customers in the service coproduction process.

Originality/value
The complementary view of appropriation in the context of services defines it as a cognitive, measurable state. The outcome of this approach is an original, integrative framework applied to services, not just spaces or immersive experiences.
ER  -