Title: COVID-19 and online education: leveraging service-dominant logic perspective

Authors: Sheetal Kapoor; Dimple Khosla; Tejinder Sharma

Addresses: Department of Commerce, Kamala Nehru College, University of Delhi, New Delhi, India ' Department of Commerce, Dyal Singh College, Karnal, India ' Department of Commerce, Kurukshetra University, Kurukshetra, India

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.

Keywords: SD logic; G-D logic; online education; value co-creation; operant resources; operand resources; corporate ecosystems.

DOI: 10.1504/IJBEX.2024.141324

International Journal of Business Excellence, 2024 Vol.34 No.1, pp.1 - 30

Received: 29 Nov 2020
Accepted: 27 Apr 2021
Published online: 09 Sep 2024 *

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