As a new business model, e-commerce live broadcasting has great value in the commercial field. Based on co-creation theory and stimulus-organic-response this study explores influence of physical cues broadcast scenes customer loyalty. Using audience China's platform as research object, 404 valid data points were collected through questionnaire survey, structural equation analysis model was adop...

The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind. Data are collected in the context of professional financial insurance services. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software. The results of th...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

Open co-creation enables a firm to develop new solutions by working closely with online communities that include customers and other interested parties. Co-creation requires a socialization strategy that ensures community members identify with the firm’s image and engage in dialogs that are aligned with company and customer needs. There are two types of tactics for a customer socialization stra...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a valu...

Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor thi...

In this paper, we introduce a problem structuring method (PSM) called “Value Map”. Value Map is an extension to the Supplier Adopter Relationship Diagram in the Systemic Enterprise Architecture Method (SEAM). Value Map assists in understanding, analysis and design of value creation and capture in service systems. We illustrate the applicability of the Value Map by modeling value creation and ca...