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September 5, 2025International Journal of Business and SocietyOpen Access

Empirical Examination of Value Creation Criteria: Achieving Consensus Using Delphi Exercise Within Service Industry

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Authors

SYSuzila Mohamed YusofSASofiah Md AuzairAAAmizawati Mohd Amir

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Overview

Empirical examination reports new value creation dimensions in service sectors, indicating customer participation is vital.

Key Points

  • New consensus on value creation criteria was established through expert opinions in the service industry.
  • The Delphi exercise facilitated the collection of insights regarding both financial and non-financial dimensions.
  • Nine customer experts participated in three rounds of the Delphi exercise, enhancing the findings' robustness.
  • Implications of the findings support economic growth by improving customer interactions and productivity in services.

Cite This Study

Yusof et al. (2025) studied this question.

synapsesocial.com/papers/68bb46c36d6d5674bccfee62https://doi.org/10.33736/ijbs.8139.2025
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