Do platforms contribute to value co-creation processes? Insights from a Service-Dominant logic perspective

Purpose. The aim of the paper is to investigate characteristics, tools and rules of platforms, which have a relevant role in value co-creation processes. Based on the Service Dominant-Logic perspective, the study focuses on a web-based platform in order to understand if and how this platform supports firms in value co-creation processes. Methodology. The study performs an explorative qualitative analysis using a single case study method. It uses both desk information and a series of interviews. Findings. The findings provide several outlines of platforms considered as “service providers”, highlighting their main characteristics, tools of interaction and rules used to effectively realize value co-creation processes. Practical implications. The findings have several implications for existing or to be created firms interested in activating and developing effectively value co-creation processes based on platforms. Originality/value. This study provides new insights into how value co-creation processes develop following a Service Dominant logic perspective – a domain still understudied in literature- as well as how platforms foster these processes.