Service appropriation: how do customers make the service their own?

Abstract : 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.
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Contributeur : Anthony Herrada <>
Soumis le : jeudi 7 février 2019 - 17:31:50
Dernière modification le : jeudi 6 juin 2019 - 14:41:51



Matthieu Mifsud, Anne-Sophie Cases, Gilles N'Goala. Service appropriation: how do customers make the service their own?. Journal of Service Management, 2015, 26 (5), pp.706-725. ⟨10.1108/JOSM-04-2015-0136⟩. ⟨hal-02011212⟩



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