Service Value Chains to Support Knowledge-Based Personalized Recommendations

S. Wendel, A. Ronteltap, B.G.C. Dellaert, J.C.M. van Trijp

Research output: Contribution to journalAbstractAcademic

1 Citation (Scopus)


We investigate how consumers evaluate service value chains designed to create and deliver knowledge-based personalized recommendations. We conceptualize the underlying benefit trade-offs that consumers make in evaluating such systems as the manifestation of a psychological contract in which consumers contribute their personal information and effort in exchange for a more useful, tailored recommendation by the firm. Consumer benefit perceptions are differentially affected by the stages of such a system, and the context in which the use of a knowledge-based personalized recommendation system originates moderates the impact of consumer benefit perceptions on consumer willingness to use such systems.
Original languageEnglish
Pages (from-to)855-855
Number of pages1
JournalAdvances in Consumer Research
Issue number1
Publication statusPublished - 2009

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