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

Frau, Moreno; Frigau, Luca; Cabiddu, Francesca; Molà, Francesco

doi:10.1007/978-3-031-14961-0_42

Cited by 3 publications

(2 citation statements)

References 42 publications

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“…Specifically, this study suggests that individuals with a high perceived organizational status are more likely to view themselves as significant community members who have a duty to steer the community towards its goals and objectives. Furthermore, this study supports the notion that unequal status among interacting parties can result in value destruction [ 28 , 68 , 69 ]. These results provide a fresh perspective for understanding users’ civic conduct in OICs.…”

Section: Discussionsupporting

confidence: 85%

“…Engen et al [ 22 ] provide a detailed observation and dynamic description of the value co-destruction process between operators of OICs and community members based on the approach/avoidance motivation of members. Frau et al [ 28 ] argue that improper OIC marketing and inflated customer expectations can also result in mutual value co-destruction. These studies highlight the diverse nature of value co-destruction and underscore the need for further research to understand the factors triggering its occurrence and underlying mechanisms of the process.…”

Section: Theoretical Foundation and Research Hypothesesmentioning

confidence: 99%

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Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Daradkeh

2023

Behavioral Sciences

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Enterprises seeking to enhance their innovation capabilities are increasingly turning to open innovation communities (OICs), which allow them to leverage the collective knowledge and collaborative potential of external users, providing a powerful source of new and innovative ideas. Despite their potential for value co-creation, recent research suggests that value co-destruction can also occur within OICs. However, the mechanisms underlying value co-destruction in OICs have not yet been fully explored or empirically examined. To address this gap, this study employs expectancy disconfirmation theory and psychological contract theory to investigate the relationship between user expectancy disconfirmation and value co-destruction in OICs. Drawing upon data collected from a questionnaire survey of business analytics OICs, this study reveals that self-interest expectancy disconfirmation has a positive effect on value co-destruction, which is mediated by the transactional psychological contract breach. In addition, social interaction expectancy disconfirmation is found to have a positive impact on value co-destruction, which is mediated by the relational psychological contract breach. The study further reveals that self-worth expectancy disconfirmation of community users positively influences value co-destruction, which is mediated by the ideological psychological contract breach. Moreover, the study demonstrates the crucial role of perceived organizational status in moderating the ideological psychological contract breach resulting from self-worth expectancy disconfirmation. Collectively, these findings contribute valuable insights into the phenomenon of value co-destruction in OICs, and provide practical guidance for enterprises seeking to enhance the development and performance of these innovation paradigms.

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Section: Discussionsupporting

confidence: 85%

Section: Theoretical Foundation and Research Hypothesesmentioning

confidence: 99%

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Daradkeh

2023

Behavioral Sciences

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The role of value co-creation in building trust and reputation in the digital banking era

Royo-Vela,

Frau,

Ferrer

2024

Cogent Business & Management

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O papel das mídias sociais nos relacionamentos na área de saúde

Prado,

Leite,

Andrade

et al. 2024

Rev. Bras. Mark.

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Objetivo do estudo: Analisar o papel das mídias sociais na cocriação de valor em serviços de saúde hospitalar. Metodologia: Estudo de caso em uma rede hospitalar de grande porte, estruturado em duas etapas. A primeira compreendeu a coleta e análise de interações de clientes nas mídias sociais da empresa. A segunda baseou-se na realização de 11 entrevistas em profundidade com colaboradores da organização. Principais resultados: Confirmou-se o relevante papel que as mídias sociais têm assumido, e que, quando gerenciadas, tornam-se canais que contribuem com o processo de cocriação de valor. Verificou-se que as mídias sociais empoderam pacientes e favorecem o processo de cocriação de valor, para além da relação médico-paciente. Contribuições teóricas: A pesquisa proporcionou avanços dos estudos sobre a Lógica de Serviço no setor de saúde, constatando como as mídias sociais influenciam as experiências do provedor e do cliente nas três esferas de valor propostas por Grönroos e Voima (2013) e possuem o potencial de alargar as possibilidades de cocriação na Esfera Conjunta. Relevância/originalidade: Constatou-se como a gestão apropriada das mídias sociais favorece a cocriação de valor de serviços hospitalares. A simples presença nas mídias sociais ou mesmo um número elevado de interações por si não cria valor. É o envolvimento da empresa com as interações do cliente, tanto no ambiente físico como virtual, que pode levar à cocriação de valor. Ademais, por meio das Esferas de Valor foi possível compreender o papel das mídias sociais e dos diferentes atores no processo de cocriação. Implicações para a gestão: Empresas de saúde devem explorar estrategicamente o potencial que as mídias sociais possuem para a cocriação de valor, envolvendo melhoria de processos, adaptação e/ou formatação de novos serviços.

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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

Cited by 3 publications

References 42 publications

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

Navigating Value Co-Destruction in Open Innovation Communities: An Empirical Study of Expectancy Disconfirmation and Psychological Contracts in Business Analytics Communities

The role of value co-creation in building trust and reputation in the digital banking era

O papel das mídias sociais nos relacionamentos na área de saúde

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