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Article

Abstract

This paper sets forth a quantitative model, indicating how a set of measures to assess co-creation experience quality of service providers and customers (E-QUAL) in a service process. Inspired by ecological mutualistic evolution and evolutionary fitness, both partnership and adaptability for service participants in service exchange resemble the relationship of mutualism for species in symbiotic ecosystem. However, the three criteria (PR, ED, and UR) and interactive fitness (IF) are used to test the partnership and estimate the adaptability for assessing user co-creation experience quality within the collaborative service with value co-production. In this article we demonstrate a service system that uses the E-QUAL to evaluate value co-creation experience quality. From the perspective of practice, the measurable model, on the other hand, facilitates an interaction-based self-service system to meet (semi-)automated value co-production.

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