2018
DOI: 10.1108/jsm-01-2017-0027
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Engaging customers in value co-creation or co-destruction online

Abstract: Purpose This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors. Design/methodology/approach The qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propo… Show more

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Cited by 190 publications
(152 citation statements)
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References 65 publications
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“…Bauer et al (2006) have developed the eTransQual scale, which integrates utilitarian quality and analyzes the dimension of enjoyment (hedonic quality). In addition, other authors investigate different hedonic benefits of a website: emotional benefit (Fassnacht & Koese, 2006), hedonic experience (Nambisan & Watt, 2011;Salehi et al, 2013;Jain, Aagia, & Bagdare, 2017), sensory experience (Pentina et al, 2011), emotional experience and online flow experience (Rose et al, 2012;Zhang et al, 2014;Zhang & Lu, 2018).…”
Section: E-service Qualitymentioning
confidence: 99%
“…Bauer et al (2006) have developed the eTransQual scale, which integrates utilitarian quality and analyzes the dimension of enjoyment (hedonic quality). In addition, other authors investigate different hedonic benefits of a website: emotional benefit (Fassnacht & Koese, 2006), hedonic experience (Nambisan & Watt, 2011;Salehi et al, 2013;Jain, Aagia, & Bagdare, 2017), sensory experience (Pentina et al, 2011), emotional experience and online flow experience (Rose et al, 2012;Zhang et al, 2014;Zhang & Lu, 2018).…”
Section: E-service Qualitymentioning
confidence: 99%
“…Here we argue that a multiactor orientation is crucial in addressing the inherent complexities of service recovery encounters (e.g., Edvardsson et al 2011). Second, these processes are commonly described in terms of single-service encounters (Zhang et al 2018). However, service recovery does not occur in isolation but in a dynamic and emergent environment.…”
Section: Introductionmentioning
confidence: 96%
“…Despite contingency factors in SD, components are significant and correlated according to the results; the most important component is the service staff in agreement with Barnes et al [24]. The first implication will possibly be related to training practices; service providers have to keep in mind that frontline employees directly impact customer service encounters [52]. In fact, Ludwig et al [53] focus future discussions in the field of sustainable delight based on the service triangle, which means including staff.…”
Section: Practical Implicationsmentioning
confidence: 52%