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Purpose This study aims to develop a process model to facilitate enterprises’ co-creating value with consumers through social media. Design/methodology/approach Drawing on the concepts of internet-based co-creation and collective action theory, this study outlines a five-stage model (Interact-Engage-Propose-Act-Realize, IEPAR) of utilizing social media to co-create with consumers, enriches the model through in-depth interviews with industry experts and briefly illustrates how it can be applied in practice using a service firm case. Findings This study clarifies the co-creation process in the social media environment. For each of the process’s five stages, the objectives to be accomplished by the social media operator and the means to complete the objectives are illustrated. Research limitations/implications This study illustrated the proposed model with a representative service firm. Future study may refine the model by gathering additional data from real implementations to improve its effectiveness in practice. Practical implications This study suggests how an enterprise can construct a consumer co-creation platform from a managerial perspective. The proposed model can serve as a reference that enterprises can implement to increase customer value through co-creation using social media. Originality/value Enterprises have begun to notice the power of serving as a platform for co-creating value with consumers. However, it is seldom related to literature. The proposed model of the co-creation process in the social media environment can supplement past research.

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PurposeCustomer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining why and how FAIRSERV is important to customer satisfaction.Design/methodology/approachThe authors conduct a cross‐sectional questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses.FindingsThe results show that fair service not only has a significant impact on customer satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction.Research limitations/implicationsThe impact of FAIRSERV on customer satisfaction should be emphasized. Future studies examining the impact of service quality on customer satisfaction should incorporate the concept or instruments of fair service as a major contributor.Practical implicationsThe results imply that financial institutions must carefully implement policies and practices to ensure that perceptions of fairness are propagated throughout the organization.Originality/valueThe paper proposes a complementary component to service quality in determining the perceived value and satisfaction. The paper emphasizes the significance of fairness on service, and provides additional insights into the impacts of FAIRSERV on customer satisfaction.

Purpose – Blog is a web-based social activity that has become mainstream media. The purpose of this paper is to develope a measurement instrument for assessing blog service innovation, which social media services providers and bloggers can use to promote blog functions and to ensure high quality blog services. Design/methodology/approach – The study adopted both qualitative and quantitative research methods and performed four steps of scale development, including item generation and item pooling, pretest and initial purification, scale refinement, and scale validation and critical item analysis. Findings – From a user-oriented service perspective, the major findings of the study were the 18 measurement items for blog service innovation scale (BLOG-S-INNO scale), which was derived from the innovative blog cognition of blog users. One critical factor in the BLOG-S-INNO scale was further identified to effectively predict outcomes of blog service innovation in social media services. Research limitations/implications – Management at social media services providers can apply the BLOG-S-INNO scale as a diagnostic tool to assess organizational innovation capabilities in relation to blog services, and to link their innovation strategies with the innovation experiences of bloggers improving bloggers’ affection. The findings of this study also make it possible to offer recommendations to help bloggers improve service innovation to increase the experience and preference of blog browsers. Originality/value – The study used qualitative research methods to construct a pool of items for measuring blog service innovation. Furthermore, the paper conducted quantitative research methods to develop a new blog service innovation scale and analyzed the key indicators of blog service innovation.