The Reciprocal Role of Trust in Customer Value Co-Creation

2020 ◽  
pp. 109634802096706
Author(s):  
Lenna V. Shulga ◽  
James A. Busser ◽  
Billy Bai ◽  
Hyelin (Lina) Kim
Keyword(s):  
Social Exchange ◽  
Customer Value ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Consumer Involvement ◽  
Exchange Theory ◽  
Necessary Condition ◽  
Service Dominant Logic ◽  
Coffee Shop ◽  
Dominant Logic

The main purpose of this research was to investigate the reciprocal nature of trust in a service provider, established through consumer involvement in value co-creation. Grounded in service-dominant logic and social exchange theory, the study used an existing consumer-generated co-creation contest by a popular U.S.-based coffee-shop brand. When examining customer involvement with value co-creation (N = 510), the covariance-based structural equation model test of recursive versus sequential trust models revealed that trust served as both a significant antecedent and an outcome of value co-creation and is reciprocal in nature. The findings provide support for trust networks as necessary condition for successful value co-creation. Finally, theoretical implications for service-dominant logic and social exchange theory are presented and practical implications discussed.

The Interactive Approach to Exploring Value Co-Creation

2017 ◽  
pp. 83-101
Author(s):  
Maya Golan
Keyword(s):  
Social Exchange ◽  
Service Provider ◽  
Research Methodology ◽  
Social Exchange Theory ◽  
Point Of View ◽  
Exchange Theory ◽  
Service Dominant Logic ◽  
Interactive Approach ◽  
Dominant Logic ◽  
Customer Dynamics

Service dominant logic (S-D logic) is a concept that has been criticized for not adopting an interactive approach to some of its fundamental premises (Vargo & Lusch, 2016). Recently, S-D logic has been modified to reflect interactive dimensions and, in particular, the construct of value co-creation (Vargo & Lusch, 2016). These modifications suggest that the service-provider?customer dynamics cannot be fully understood without utilizing interaction terminology and research methodology that afford an opportunity to study the domain from a dyadic point of view. In this chapter, Symbolic Interactionism (SI) and Social Exchange Theory (SET) perspectives are espoused in order to explore the construct of value co-creation as a dynamic qualitative process or a stable quantitative outcome, respectively, the challenges, advantages, and limitations of applying these perspectives are discussed.

scholarly journals Developing and Validating a Theory-Based Model of Crowdfunding Investment Intention—Perspectives from Social Exchange Theory and Customer Value Perspective

2019 ◽  
Vol 11 (9) ◽  
pp. 2525 ◽  
Author(s):  
Xiaocong Yang ◽  
Kai Zhao ◽  
Xiaobo Tao ◽  
Eric Shiu
Keyword(s):  
Social Exchange ◽  
Perceived Risk ◽  
Customer Value ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Decisive Role ◽  
Exchange Theory ◽  
Equation Modeling ◽  
Chinese Government ◽  
Success Rates

In order to improve public financing sustainability in China, the Chinese government has announced several administrative policies on crowdfunding, concerning platform construction and operation, in recent years. However, the existing policy scope rarely mentions the importance of social psychology, which also plays a decisive role in determining the participation and success rates of crowdfunding. Therefore, this study uses the knowledge from social exchange theory (SET) and customer value perspective (CVP) to develop and validate a conceptual model of the key determinants of the public’s intention in investing in crowdfunded projects in China. Based on the primary survey data, the SEM (structural equation modeling) estimations suggest that: (1) communication, shared values, investors’ perceived benefits, and perceived risk have significant effects on crowdfunding investors’ trust in fundraisers of a particular crowdfunding project, which in turn act on their commitment and intentions to invest in the project; (2) trust strengthens funding intentions through fulfilling commitments, whereas its direct effect on funding intentions is insignificant; (3) commitment has a direct and significant positive effect on the enhancement of funding intentions. These findings propose a new perspective of improving public policies to support small and micro enterprises (SMEs) and individual innovative projects in China.

Effects of suppliers’ trust and commitment on customer involvement

2015 ◽  
Vol 115 (6) ◽  
pp. 1041-1066 ◽  
Author(s):  
Yi Li ◽  
Gang Li ◽  
Taiwen Feng
Keyword(s):  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Governance Mechanism ◽  
Relational Governance ◽  
Content Type ◽  
Customer Involvement ◽  
Specific Investment ◽  
The Relationship

Purpose – The purpose of this paper is to investigate the relationships among suppliers’ trust and commitment, transaction-specific investment, switching cost, and customer involvement within the context of relational governance mechanism and the social exchange theory. Design/methodology/approach – The authors use survey data from 214 Chinese manufacturing firms and employ the structural equation model to verify the conceptual model. Findings – Relational governance benefits customer involvement. Transaction-specific investment mediates the relationship between trust and commitment of suppliers. Switching costs negatively moderate the relationship between suppliers’ trust and customer involvement, but positively moderate the relationship between suppliers’ commitment and customer involvement. Research limitations/implications – The authors focus on two key elements of relationship, namely, trust and commitment of suppliers, but neglect other relational factors, such as relational norms and interdependence. Originality/value – These findings broaden the understanding and present new directions for the implementation of customer involvement from the perspective of relational governance and social exchange theory.

scholarly journals TESTING MEDIATING EFFECT OF INDIVIDUAL EXCHANGE IDEOLOGY ON DISTRIBUTIVE JUSTICE AND WORK ENGAGEMENT RELATIONSHIP IN A COLLECTIVIST SOCIETY

2018 ◽  
Vol 6 (3) ◽  
pp. 379-392
Author(s):  
Sevcan KILIÇ AKINCI
Keyword(s):  
Distributive Justice ◽  
Social Exchange ◽  
Work Engagement ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Mediating Effect ◽  
Business Units ◽  
Exchange Ideology ◽  
Collectivist Society

This study aims to test the Social Exchange Theory in a collectivist society and extends it by examining the link between distributive justice (DJ) and work engagement (WE). Specifically, individual exchange ideology (IEI) is integrated into the relationship, and it establishes if exchange ideology mediates between the relationships. The study was conducted on a large sample (499) of Turkish blue and white-collar employees from business units of 15 independent companies; 10 different industry types and data was analysed with Structural Equation Modelling. The findings of this research supported the previous findings about DJ’s positive relationship with WE. Secondly, findings showed that IEI acted as a mediator between DJ and WE, and it mediated 24% of the effect of DJ’s on WE. Results revealed that employees reciprocated perceived justice (DJ in our case) by engaging themselves more in their work, to meet organisational goals, but this increases with the effect of individual exchange ideology; and therefore, supported the applicability of Social Exchange Theory in a collectivist society, namely in a Turkish context.

Structural equation modeling of residents' attitudes and tourism development: a SET based - study of the Kashmir region in India

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aasif Ali Bhat ◽  
Kakali Majumdar
Keyword(s):  
Structural Equation Modeling ◽  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Tourism Development ◽  
Exchange Theory ◽  
Primary Data ◽  
Equation Modeling ◽  
Content Type ◽  
The Social

PurposeThe present study tries to develop a model that assesses the factors that determine support for tourism development by residents of the Kashmir region.Design/methodology/approachPrimary data have been collected (n = 650) from the residents of the top five tourist destinations through a pre-tested questionnaire by a multistage convenient sampling method. A model has been drafted and tested through the technique of structural equation modeling by applying the social exchange theory as a theoretical framework.FindingsThe results revealed that residents who perceived more benefits were more expected to support tourism development, and residents who perceive more costs were less expected to support tourism development, thus supporting the social exchange theory.Originality/valueThe results of this study are extremely useful for the local government and tourism institutions in the future planning of tourism development and also fill the vast gap in the tourism literature with a theoretical base.

Analysing the Effect of Value in Online Communities on Satisfaction in Online Socialisation and Knowledge-Sharing Intentions of Eco-Tourist

2017 ◽  
pp. 35-60 ◽  
Author(s):  
Sudipta Kiran Sarkar ◽  
Norman Au ◽  
Rob Law
Keyword(s):  
Social Media ◽  
Knowledge Sharing ◽  
Social Exchange ◽  
Online Communities ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Mediating Effect ◽  
Social Media Platforms ◽  
Order Factor

This study, which is based on social exchange theory (SET), focuses on the capacities of social media to provide such means by examining the effect of value in online communities (VOC) in social media platforms on satisfying ecotourists' online socialisation and knowledge sharing. Based on the data obtained from 543 ecotourists and analysed by structural equation modelling (SEM), the results of this study confirmed that VOC, which embeds the SET factors of cooperation, reputation, trust and altruism, significantly influenced ecotourists' satisfaction in socialisation and knowledge-sharing intentions through social media. Furthermore, VOC served as a higher-/second-order factor reflected by the indicators of cooperation, reputation, trust and altruism. Finally, ecotourists' satisfaction in socialisation exerted a significant mediating effect between VOC and knowledge sharing.

A Model of the Distributor's Perspective of Distributor-Manufacturer Working Relationships

1984 ◽  
Vol 48 (4) ◽  
pp. 62-74 ◽  
Author(s):  
James C. Anderson ◽  
James A. Narus
Keyword(s):  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Empirical Test ◽  
Exchange Theory ◽  
Working Relationships ◽  
Exchange Relationship ◽  
Channels Of Distribution

Building upon work from social exchange theory and channels of distribution, a model of distributor-manufacturer working relationships from the distributor's perspective is presented. An initial empirical test, using a structural equation methodology, provided acceptable support of the model, given some measurement limitations. Further work on modeling both perspectives of the exchange relationship is discussed.

scholarly journals Influence of Social Exchange Relationships on Affective Commitment and Innovative Behavior: Role of Perceived Organizational Support

2018 ◽  
Vol 10 (12) ◽  
pp. 4418 ◽  
Author(s):  
Sajjad Nazir ◽  
Wang Qun ◽  
Li Hui ◽  
Amina Shafi
Keyword(s):  
Organizational Culture ◽  
Social Exchange ◽  
Organizational Support ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Affective Commitment ◽  
Perceived Organizational Support ◽  
Exchange Theory ◽  
Equation Modeling ◽  
Tie Strength

The current study objective is to investigate how and when leader member exchange (LMX), tie strength, and innovative organizational culture influences employee innovative behavior. In particular, this study uses the social exchange theory to analyze that nurses who demonstrate high affective commitment exhibit a higher level of creativity in the workplace. Based on social exchange theory and perceived organizational support (POS) literature, the current study aims to reveal how perceived organizational support (POS) serves as an imperative mediating process between LMX, tie strength, innovative organizational culture, and employee IB. A questionnaire survey was utilized to collect the data from nurses working in public sector hospitals in Jiangsu province China. A total sample size consists of 325 nurses. Structural equation modeling through AMOS 20 was utilized to analyze the survey data. Results from the structural equation modeling (SEM) analysis indicated that LMX, tie strength, and POS are significantly related to affective commitment and employees’ IB. However, innovative organizational culture has a significant influence on POS and IB, but has no impact on affective commitment. This study covers only public sector hospitals and is limited to Jiangsu province, China. The research could be reproduced in other designated areas in different organizational setups with a bigger sample size to further enhance the understanding of the topic. The key understanding of social exchange theory (SET) is that social relationships can be used appropriately to foster an employee’s IB. It also expands research in the area of LMX, tie strength, innovative organizational culture, and POS as antecedents of affective commitment and IB. This study is a remarkable analysis of LMX, POS, organization culture, commitment, and IB in the Chinese organizational context.

scholarly journals The Impact of E-HRM Usage on HRM Effectiveness

2021 ◽  
Vol 29 (2) ◽  
pp. 118-147
Author(s):  
Yaser M. Al-Harazneh ◽  
Ismail Sila
Keyword(s):  
Social Exchange ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Behavioural Intention ◽  
Intention To Use ◽  
Management Support ◽  
Line Managers ◽  
Actual Usage ◽  
The Impact

This study investigated the impact of electronic human resource management (e-HRM) implementation on the effectiveness of the HRM system. The framework of this study was guided by three theories: unified theory of acceptance and use of technology, the social exchange theory, and the leader-member exchange theory. Covariance-based structural equation modelling was used to test the proposed model and hypotheses. The sample consisted of 282 responses from the employees of two telecommunications companies in Jordan. The research findings suggest that performance expectancy had a significant positive effect on behavioural intention to use an e-HRM system, whereas effort expectancy did not. Facilitating conditions had a positive significant impact on e-HRM system usage. Top management support and the HRM role of line managers positively affected behavioural intention to use e-HRM and actual usage of e-HRM, whereas the effect of HR professionals on e-HRM usage was negative. Finally, the actual usage of e-HRM had a significant impact on HRM system effectiveness.

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