The contribution of the present thesis is describing and explaining how value is co-created by addressing customer-employee role constellations during service encounters. There is a specific focus on customers’ and employees’ resource integration when co-creating value. The thesis consists of five separate papers, one of which is a literature review and four are empirical papers. The empirical papers are based on data from the public employment service and the customs service inSweden. The thesis offers two main contributions; the first of which is to service research by expanding knowledge of resource integration and value co-creation using e-government as the empirical context for outlining customers’ and employees’ value co-creation. The second contribution concerns which roles customers and employees enact during resource integration when value is being co-created. It was found that the roles of the employees were; interactor; customer oriented party, co-creator, and empowered party, while a customer can have the role of information integrator, accessibility needer, dialogue keeper, and/or knowledge transferee. Based on these two contributions, the thesis outlines understandings regarding role constellations in value co-creation. The role constellations suggest that customers and employees enact roles that impact how their resources are integrated.  Finally, the thesis contributes towards building a theory of value co-creation by proposing that the ten foundational premises of S-D logic, together with the four theoretical propositions and the role constellations presented in this thesis, should be seen as an approach to building a theory of value co-creation. Together, these three building blocks offer the following explanation as to what occurs when a customer and an employee co-create value: (1) The ten foundational premises focus on resource integration and value co-creation. (2) The four theoretical propositions offer the explanation that resource integration occurs in the context of roles since a role decides how to use the knowledge and skills. (3) The role constellations give concrete examples of how customers and employees integrate their resources to co-create value.

Even if strategy research often assumes that strategies are the result of intentional and purposeful behaviour the individual and human agency have tended to be neglected. Few empirical studies focus on how the individuals, their conceptions and actions interact with strategy formation. Based on ideas from process research and critical realism we made a review of the research and we maintain that the bulk of the research is based on simplified assumptions. We therefore propose a supplementary socio-cognitive approach based on more realistic assumptions, a synthesis and action logic approach, emphasising the individuals, the leading team and their embeddedness. In a process study with a comparative case study design we followed, in real time for about a decade, strategy formation processes in intermediate organisation in local economic development. Various methods of data collection and analysis were combined. By laying bare some of the mechanisms that explain the outcome in four processes we demonstrate the use of the proposed approach. A theoretical construction, the agent´s strategic concepts of action (SCA), aims at capturing the conceptions as an expression of the individual frame of reference providing reasons for action. The SCA carries explanatory power and is significant for both the process and content of the strategies. A typology of the SCAs is developed. The composition, the interaction and the structure of the team are other central aspects. We conclude that a strong group well suited to lead a formation process include a proactive strategist with a strategic idea and social capability; the role constellation is differentiated, and supplementary and other strategic actors relate to the strategy and the contextual roots in a way that will support the strategy. We also demonstrate in which circumstances some cognitive, social and political mechanisms discussed in earlier research are activated.