COVID-19 and online education: leveraging service-dominant logic perspective Online publication date: Mon, 09-Sep-2024
by Sheetal Kapoor; Dimple Khosla; Tejinder Sharma
International Journal of Business Excellence (IJBEX), Vol. 34, No. 1, 2024
Abstract: COVID-19 pandemic compelled the educational institutions to go online and the required changeover posed several challenges before the stakeholders. This study applies the concepts of S-D logic to online education, wherein an exchange of knowledge and resources between the service provider (teacher) and the consumers (students) results in 'value co-creation' and 'customer experience'. Online education is one such context and it is presently under-researched. The hypotheses were tested using a quantitative survey of 490 respondents comprising teachers, undergraduate students and parents. Key findings validate that co-creation of value takes place and with exchange of knowledge and skills, the students are the beneficiary, having a positive value co-creation experience towards online classes in a coordinated manner. The conceptual model developed in the study has the potential for replication and extension in other contexts and can serve as the basis for policy formulation on online education.
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