Not Always a Co-creation: Exploratory Study of Reasons, Emotions and Practices of the Value Co-destruction in Virtual Communities

Jmour, Arij; Hmida, Imen Charfi Ben

doi:10.1007/978-3-319-62737-3_4

Cited by 5 publications

(4 citation statements)

References 19 publications

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“…This shortcoming destroys customer value in terms of losses of time and financial resources (Sthapit and Björk, 2019). Furthermore, firms' misbehavior and terrible customer experiences in IVF could prompt emotions such as anger, betrayal, dissatisfaction, frustration, disappointment and hostility (Jmour and Hmida, 2017). Despite valuable findings regarding the link between IVF and emotions, none of the previous studies investigated how the conjoint action of positive and negative emotions affects IVF (see Figure 1).…”

Section: Interactive Value Formation and The Role Of Emotionsmentioning

confidence: 99%

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How emotions impact the interactive value formation process during problematic social media interactions

Frau

Cabiddu²,

Frigau³

et al. 2023

JRIM

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PurposePrevious research has studied interactive value formation (IVF) using resource- or practice-based approaches but has neglected the role of emotions. This article aims to show how emotions are correlated in problematic social media interactions and explore their role in IVF.Design/methodology/approachBy combining a text mining algorithm, nonparametric Spearman's rho and thematic qualitative analysis in an explanatory sequential mixed-method design, the authors (1) categorize customers' comments as positive, neutral or negative; (2) pinpoint peaks of negative comments; (3) classify problematic interactions as detrimental, contradictory or conflictual; (4) identify customers' main positive (joy, trust and surprise) and negative emotions (anger, dissatisfaction, disgust, fear and sadness) and (5) correlate these emotions.FindingsDespite several problematic social interactions, the same pattern of emotions appears but with different intensities. Additionally, value co-creation, value no-creation and value co-destruction co-occur in a context of problematic social interactions (peak of negative comments).Originality/valueThis study provides new insights into the effect of customers' emotions during IVF by studying the links between positive and negative emotions and their effects on different sorts of problematic social interactions.

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Section: Interactive Value Formation and The Role Of Emotionsmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

How emotions impact the interactive value formation process during problematic social media interactions

Frau

Cabiddu²,

Frigau³

et al. 2023

JRIM

View full text Add to dashboard Cite

show abstract

“…Likewise, online/virtual communities are also found of the leading context to explore the value co-destruction. Jmour andHmida (2017), andLv et al (2021) both use the context of online/virtual communities to study value co-destruction. Table IV provides a literature mapping for most cited articles and significant research studies for quick orientation.…”

Section: Synthesizing the Literature Value Co-destruction Antecedents...mentioning

confidence: 99%

“…To date, the context of tourism (Järvi et al, 2020), sports (Robertson et al, 2014), banking (Kashif & Zarkada, 2015;Worthington & Durkin, 2012), and online communities (Jmour & Hmida, 2017;Lv et al, 2021) (Jmour & Hmida, 2017;Lv et al, 2021) are dissimilar from business firms (Corsaro, 2019;Jarvi et al, 2018;Prior & Marcos-Cuevas, 2016). Though misusing resources during service interaction, accidental or intentional, offers a theoretical background for value co-destruction, it is still unique.…”

Section: Synthesizing the Literature Value Co-destruction Antecedents...mentioning

confidence: 99%

Misalignment of Actor’s Resources Leading to Value Co-destruction: A Systematic Literature Review for Future Research Frontier

Zahra

Kausar

2022

IJMRES

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The research frontier of Service-Dominant logic has elicited the etymological debate on the phenomenological nature of value. To date, the literature has shown a biased and myopic view of value co-creation as an outcome of service interaction. Leading journals have given prominent space to value co-creation. Still, value co-destruction is yet least explored though it is also a realistic view of a service interaction. Value co-creation manifests the wellness of actors, but not all service interactions result in positive outcomes causing value co-destruction. The researchers have started the debate on value co-destruction relating to its conceptual description; still, the literature is fragmented. This article is a systematic literature review that explores the epistemological, theoretical, and contextual understanding of value co-destruction to synthesize fragmented literature from 2010 to date. This article provides an overview of value co-destruction seminal work, theoretical underpinnings, leading antecedents, and coping strategies in particular contexts. The systematic selection of literature affirms value co-destruction as a decline in the wellbeing of actors during service exchange due to the misalignment of actors’ resources and a mirror image of value co-creation. This article offers co-existence, the role of context, contextual antecedents, the temporal nature of co-destruction, and exclusively the ISPAR model as theoretical support for value co-destruction as future research directions.

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Value Co-creation or Value Co-destruction? the Role of Negative Emotions in Consumer-Firm Interaction in the Social Media Platform

Frau

Frigau

Cabiddu

et al. 2023

The Palgrave Handbook of Interactive Marketing

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Not Always a Co-creation: Exploratory Study of Reasons, Emotions and Practices of the Value Co-destruction in Virtual Communities

Cited by 5 publications

References 19 publications

How emotions impact the interactive value formation process during problematic social media interactions

How emotions impact the interactive value formation process during problematic social media interactions

Misalignment of Actor’s Resources Leading to Value Co-destruction: A Systematic Literature Review for Future Research Frontier

Value Co-creation or Value Co-destruction? the Role of Negative Emotions in Consumer-Firm Interaction in the Social Media Platform

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