The importance of co-creation experience: online accommodation platforms

Driving Mechanism of Customer Participation in Service-Oriented Enterprises: A Perspective of Value Co-Creation

“…The main conclusions drawn are as follows: (1) Service-oriented enterprises can transform customers into cooperative partners who win together with the service-oriented enterprise through three paradigms of customer participation, continuously empowering the growth and development of the service-oriented enterprise through the process of value co-creation. This finding supports prior studies [6]. (2) The platform service quality of service platforms during customer participation in value co-creation can enhance customers' satisfaction with the enterprise and promote customers' positive willingness to participate in value co-creation when customers have a better understanding of the basic information of products or services.…”

“…Service innovation primarily encompasses three key architectures: the service ecosystem, which offers an organizational framework for participants to offer services and collaboratively create value; the service platform, which brings about innovation by fluidifying resources, thereby enhancing resource efficiency and concentration, making it convenient to access suitable resource bundles for service exchange; and value co-creation, which views value as the outcome of the integrated resources jointly created by service providers and beneficiaries [6]. For service-oriented enterprises, a service platform is an important bridge connecting consumers and enterprises during the service process, and its real-time sharing of information, high service efficiency, and strong responsiveness widely influence customers' willingness and behavior to participate in value co-creation.…”