scholarly journals From a Literature Review to a Conceptual Framework for Customer-To-Customer Value Co-Creation

2021 ◽  
Vol 17 (3) ◽  
pp. 189-221
Author(s):  
Sneha Pandey ◽  
Divesh Kumar
Keyword(s):  
Conceptual Framework ◽  
Customer Value ◽  
Practical Implication ◽  
Marketing Research ◽  
Services Marketing ◽  
Research Area ◽  
Customer Engagement ◽  
Service Encounter ◽  
Customer Interaction ◽  
Scopus Database

Albeit customer-to-customer interaction (CCI) is something inevitable in a socially dense interaction-rich service setup, there has not been any review in this area of literature. However, a considerable amount of extant research has highlighted the importance of inter-customer encounters during a service encounter. Customer-to-customer value co-creation during collective consumption is gaining relevance in the field of contemporary services marketing research. This review deals with searching articles through the Scopus database and systematically reviewing 115 articles related to customer-to-customer value co-creation and CCI. While highlighting their contribution to the services marketing literature and various theories, methodologies followed by the authors, it paves the way for developing the proposed conceptual framework for the process of customer-to-customer value co-creation. This way, the article adds up to the extant multi-approach research area revolving around customer-to-customer interactions/relationships, customer engagement, and value co-creation among the customers during a service encounter. The study recommends practitioners analyze and monitor the aspects proposed through a practical implication.

Differentiating customer engaging behavior by targeted benefits – an empirical study

2016 ◽  
Vol 33 (7) ◽  
pp. 528-538 ◽  
Author(s):  
Corina Braun ◽  
Verena Batt ◽  
Manfred Bruhn ◽  
Karsten Hadwich
Keyword(s):  
Customer Value ◽  
Business Performance ◽  
Empirical Studies ◽  
Research Field ◽  
Customer Engagement ◽  
Content Type ◽  
Customer Interaction ◽  
Behavior Types ◽  
The Relationship ◽  
A Company

Purpose Relationship marketing scholars and managers have recognized the potential of customer engagement to enhance business performance and customer value. Therefore, the purpose of this paper is to examine the effects that different types of customer engagement behaviors have on their perceived benefits. Design/methodology/approach The authors conducted two empirical studies. In the first step, 69 in-depth interviews were held to identify important customer engagement behaviors and targeted benefits. Then, in the second step, a quantitative study with 255 participants was used to match the identified customer engagement behaviors with the targeted benefits. Findings The results reveal that there are three aggregated types of customer engagement behaviors (“value creation-focused customer engagement”, “online-focused customer engagement” and “customer-to-customer interaction-focused customer engagement”). These types of customer engagement behaviors lead to different targeted benefits (social, relationship, autonomous, economic, altruistic and self-fulfillment benefits). Research limitations/implications A consideration of the influencing factors of the different customer-engagement-behavior types, including customers’ motives for their engagement with a company, would potentially enhance the findings. Furthermore, a closer investigation of the relationship between socio-demographic characteristics and customer engagement types can also provide deeper insights into the reasons for engaging with a certain firm or brand. Practical implications The findings provide managers with information on how to segment customers according to their customer engagement type and associated benefits and thereby enable them to manage customer engagement behaviors more profitably. Originality/value The results make a key contribution to the emerging research field of customer engagement by gaining deeper insights into the benefits associated with different customer engagement behaviors. It becomes clear that different customer engagement types aim at receiving various benefits.

Extending the context of service: from encounters to ecosystems

2015 ◽  
Vol 29 (6/7) ◽  
pp. 453-462 ◽  
Author(s):  
Melissa Archpru Akaka ◽  
Stephen L. Vargo
Keyword(s):  
Conceptual Framework ◽  
Marketing Research ◽  
Services Marketing ◽  
Ecosystem Approach ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Dynamic Perspective ◽  
Service Ecosystems ◽  
Service Ecosystem

Purpose – The purpose of this paper is to extend conceptually the context of service beyond service encounters and servicescapes by applying a service-ecosystem approach to context and experiential view on value. Design/methodology/approach – We develop a conceptual framework of an extended service context that is based on an S-D logic, service-ecosystems view. Findings – The service ecosystem approach proposed here contributes to the advancement of “services” marketing research by extending the context of service in two ways: its emphasis on service as the basis of all exchange allows the consideration of all instances of value-in-use, in-context, to be considered as a service experience; its conceptualization of context broadens the time/place dimensions that conventionally restrain research in service encounters and servicescapes beyond physical, social, symbolic and relational dimensions to consider the multiplicity of institutions across a wider socio-historic space. Research limitations/implications – This paper offers a broad conceptual framework for considering an extended view of service context. Future research is needed, both conceptual and empirical, to identify more specific components of service context and how they influence evaluations of experience. Practical implications – Extending the scope of service context draws attention to the participation of customers and other actors in the co-creation of the service context, as well as the experience. This points toward the need to consider the competences and skills of customers as well as their socio-historic perspective in the design and development of a servicescape or more specific service encounter. Originality/value – We offer a dynamic perspective of service context to help further the reach of services marketing research by extending the context of service across a variety of exchange encounters and pointing toward institutions as a central influence on phenomenological views of experience.

Digital transformation: opportunities to create new business models

2012 ◽  
Vol 40 (2) ◽  
pp. 16-24 ◽  
Author(s):  
Saul J. Berman
Keyword(s):  
Value Chain ◽  
Customer Value ◽  
Business Models ◽  
Customer Engagement ◽  
Content Type ◽  
Open Collaboration ◽  
Customer Interaction ◽  
New Business ◽  
Value Propositions ◽  
New Business Models

PurposeAccording to IBM research, companies seeking opportunities in an era of constant customer connectivity focus on two complementary activities: reshaping customer value propositions and transforming their operations using digital technologies for greater customer interaction and collaboration. This paper aims to address this issue.Design/methodology/approachThe paper explains that businesses aiming to generate new customer value propositions or transform their operating models need to develop a new portfolio of capabilities for flexibility and responsiveness to fast‐changing customer requirements.FindingsThe paper finds that engaging with customers at every point where value is created is what differentiates a customer‐centered business from one that simply targets customers well. Customer interaction in these areas often leads to open collaboration that accelerates innovation using online communities.Practical implicationsCompanies focused on fully reshaping the operating model optimize all elements of the value chain around points of customer engagement.Originality/valueThe article explains how companies with a cohesive plan for integrating the digital and physical components of operations can successfully transform their business models.

scholarly journals Bibliometric Analysis on Halal Cosmetics Over Twenty Years

Halalpshere ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 53-71
Author(s):  
Nor Azrini Nadiha Azmi ◽  
Nurul Auni Mohd Noor ◽  
Amal A.M. Elgharbawy
Keyword(s):  
Network Analysis ◽  
Bibliometric Analysis ◽  
Purchase Intention ◽  
Design Methodology ◽  
Marketing Research ◽  
Research Area ◽  
Early Years ◽  
Bibliometric Study ◽  
Scopus Database ◽  
Study Techniques

Purpose – Halal cosmetics area is progressively increasing these days. This bibliometric analysis is intended to systematically evaluate the research to brief researchers about the trend of halal cosmetics field. This paper also discloses the limitations of the studies in the area. Design/methodology/approach – This paper adopted bibliometric and network analysis to evaluate the research area. A total of 82 documents obtained from the Scopus database are extracted and analysed. Findings – The paper reports the type of documents available, the years published, authorship and geographical distribution of the published documents in the halal cosmetics area. From the keyword analysis, it is found that the most used words are halal cosmetics, halal, cosmetics, purchase intention, Malaysia, and Islamic marketing. Research limitations/implications – This bibliometric study is conducted using Scopus database; however, Scopus might possibly omit some publications, thus, authors might not report the missing studies. Halal cosmetics are still in the early years of publications, and only 82 published documents were analysed in the study. Originality/value – There is no study reported on the network analysis and bibliometric study techniques in the area of halal cosmetics.

KONFIRMASI LIMA FAKTOR YANG MEMPENGARUHI KEPUASAN PESERTA PEKERJA BUKAN PENERIMA UPAH (PBPU) BPJS KESEHATAN

2019 ◽  
Vol 18 (2) ◽  
pp. 64-74
Author(s):  
Maya Fitri Nuraeni
Keyword(s):  
Customer Value ◽  
Customer Engagement ◽  
Cross Sectional ◽  
Customer Relation Management

Kepuasan pelanggan merupakan suatu pemenuhan harapan pelanggan yang dirasakan sesuai dengan ekspektasi yang diharapkan. Tujuan penelitian Mengetahui pengaruh langsung dan tidak langsung serta besaranya antara faktor Customer Relation Management (CRM), Customer Engagement, Kualitas Layanan, Trust dan Costumer value  Terhadap Kepuasan Peserta PBPU BPJS Kesehatan KC Depok Tahun 2018. Desain penelitian cross sectional. Populasi penelitian keseluruhan peserta di BPJS Kesehatan KC Depok. jumlah sampel dalam penelitian ini adalah smpel 130 peserta PBPU yang berkunjung ke KC Depok. Metode analisis menggunakan SmartPLS 2.0 dan SPSS 16. Hasil penelitian menunjukkan variabel CRM  24,58%, Customer Engagement 19,50 %. Kualitas Layanan 11,93%, Trust 14,36%,Costumer value 6,13%. pengaruh langsung CRM terhadap Customer Engagement 49,96%, CRM terhadap kualitas layanan 66,42%, CRM terhadap Trust 4,38%, CRM terhadap customer value 30,80%, Customer Engagement terhadap kualitas layanan 4,58% Customer Engagement terhadap Trust 15,21%, Customer Engagement terhadap customer value 16,77 Kualitas Layanan terhadap Trust 30,66%, Kualitas Layanan terhadap customer value 11,01%, Trust terhadap customer value 14,54%. Dengan demikian dapat ditarik kesimpulan bahwa  paling mempengaruhi Kepuasan Peserta PBPU BPJS Kesehatan KC Depok, dikarenakan CRM merupakan keseluruhan proses membangun dan memelihara hubungan peserta khususnya PBPU dengan BPJS kesehatan yang akan meminimalisir penurunan kualiatas pelayanan sehingga dapat meningkatkan pelayanan yang lebih baik. BPJS Kesehatan KC Depok diharapkan dapat memberikan pelayanan terbaik bagi npeserta sesuai dengan nilai dasar untuk tercapainya kepuasan pelanggan.

Determinants of Co-creative Behaviour of Patients: A Case Study in Jammu

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Jyoti Sharma ◽  
Lata Raj ◽  
Anil Gupta
Keyword(s):  
Customer Value ◽  
Research Area ◽  
Point Of View ◽  
Customer Participation ◽  
Citizenship Behavior ◽  
Future Research ◽  
Creative Behavior ◽  
Customer Profiling ◽  
Customer Citizenship Behavior ◽  
Lifestyle Diseases

The purpose of this study is to measure the existence of co-creation behavior between doctors and patients. The research also studies customer participation and customer citizenship behavior as the dimensions of co-creative behavior and tries to establish the relationship between co-creative behavior and satisfaction. This study uses Yi and Gong (2013) scale for collecting data regarding co-creation behavior and its dimensions which are customer participation (CP) and customer citizenship behavior (CCB). The data was collected from 204 patients who were suffering from various chronic/lifestyle diseases and getting their treatment from private clinics in Jammu city. The study uses 7-point Likert scale in the questionnaire ranging from 1 completely disagree through 7 completely agree, with a midpoint labeled 4 neither agree nor disagree. The analysis of paper reflects that co-creation behavior is prevalent among the patients and not only participation but the citizenship behavior also affects the co-creation behavior of patients. The study is conducted from patients point of view whereas doctors perspective should also be used in future research. The research area is restricted to Jammu city only. The research provides several implications-doctors can also use this scale for market segmentation and customer profiling for maximizing customer value co-creation behavior by gaining the useful information.

How social media advertising features influence consumption and sharing intentions: the mediation of customer engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chunli Ji ◽  
Susana Mieiro ◽  
Guihai Huang
Keyword(s):  
Social Media ◽  
Behavioral Intention ◽  
Marketing Research ◽  
Research Field ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Interactive Marketing ◽  
Media Dependency ◽  
Content Type ◽  
Social Media Advertising

PurposeSocial media advertising (SMA) has become overly critical in the interactive marketing research field. This paper aimed to construct a research architecture model and to investigate the mediating effect of customer engagement between SMA and consumer behavioral intention in the context of Macao's casino integrated resorts.Design/methodology/approachThe authors collected data from 300 Chinese-speaking visitors of Macao's casino integrated resorts through a face-to-face survey. The hypotheses derived from the conceptual model were tested through two-stage structural equation modeling. The authors considered age and gender as control variables.FindingsThis study found that entertainment and promotional rewards had significant direct effects on consumption intention. Social media dependency did affect directly not only consumption intention but also sharing intention. Customer engagement on SMA mediated the effects of two SMA features (entertainment and promotional rewards) and one feature of SMA viewers (social media dependency) on consumption intention. As to extraneous variables, neither age nor gender significantly influenced consumer behavioral intention.Practical implicationsThe casino integrated resort managers should enhance the entertainment elements and provide reasonable promotional rewards to increase SMA's effectiveness. Managers should also consider the social media usage habits of the targeted customers. Further academic research on casino integrated resorts in other regions may use this study as a basis for investigating the mediation of customer engagement on SMA.Originality/valueThis study contributed to understanding the mediating mechanism of customer engagement on SMA by conceptualizing customer engagement on SMA as a unique idea and provided a conceptual framework for further theoretical and empirical research in the interactive marketing research field.

Drivers, types and value outcomes of customer-to-customer interaction

2018 ◽  
Vol 28 (6) ◽  
pp. 710-732 ◽  
Author(s):  
Kristina Heinonen ◽  
Elina Jaakkola ◽  
Irina Neganova
Keyword(s):  
Customer Value ◽  
Empirical Studies ◽  
Service Research ◽  
Future Research ◽  
Content Type ◽  
Integrative Framework ◽  
Customer Interaction ◽  
Interaction Research ◽  
Practical Implications

PurposeCustomer-to-customer (C2C) interaction plays a significant role in service. The purpose of this paper is to identify the drivers that motivate customers to interact with other customers, the interactions through which customers affect other customers and the value outcomes of C2C interactions for the participants.Design/methodology/approachThe paper is based on a systematic literature review of C2C interactions. The authors analyzed 142 peer-reviewed articles to synthesize existing knowledge about C2C interactions. A generic value framework is used to categorize earlier research and reveal areas for further research.FindingsThe main outcome of this study is an integrative framework of C2C interaction that bridges C2C interactions and customer value. The findings indicate customer-, firm- and situation-induced drivers of C2C interactions. Outcome- and process-focused C2C interactions are identified to result in functional, emotional and social value outcomes. Avenues for additional research to explore issues related to current technology-saturated service settings are proposed.Research limitations/implicationsThe paper proposes an agenda for future research to extend the C2C interaction research domain and explore how such interactions create value for the customer. The role of the service provider is not explicitly addressed but is an important area for further research.Practical implicationsCompanies can use the framework to understand how they can become involved in and support beneficial C2C interaction.Originality/valueThis paper reviews empirical studies on C2C interaction, offering a systematic review of C2C interaction and producing an integrative framework of C2C interaction. It identifies a research agenda based on the framework and on topical issues within service research and practice.

scholarly journals Bibliometric Analysis of Research on Peer Feedback in Teaching and Learning

2021 ◽  
Vol 29 (3) ◽  
Author(s):  
Catherine Nguoi Chui Lam ◽  
Hadina Habil
Keyword(s):  
Teaching And Learning ◽  
Peer Feedback ◽  
Research Area ◽  
Future Research ◽  
Bibliometric Indicators ◽  
Central Focus ◽  
Scopus Database ◽  
Bibliometric Approach ◽  
Productive Authors

A growing body of literature has highlighted the pivotal role of peer feedback in teaching and learning. However, a paucity of studies explore the trend of literature in this research area, particularly using a bibliometric approach. Therefore, this study was conducted to reveal the major trends in the research area and construct an intellectual landscape of the relevant studies in the field. Bibliometric details of a total of 276 research articles, published from 1985 to 2020 (August), were retrieved from the Scopus database for further analysis. In particular, the publication trend, the most productive countries, the most productive authors, the top ten source titles, and keyword used in the research area, were explored using bibliometric indicators. The rapid growth of publications on peer feedback was observed since 2010, with a sharp peak noted in 2019. Furthermore, writing context was found as the central focus of peer feedback research. Among others, three key themes that surfaced out of term-occurrence analysis included: impacts/effects of using peer feedback approach, sub-themes concerning peer feedback implementation, and peer feedback in writing context. Additionally, from the review of 30 top-cited publications, 3 prominent themes: effects of using peer feedback approach, effective or ineffective peer feedback, and potential challenges or issues in peer feedback implementation emerged. Based on the findings, this paper concludes with some recommended avenues for future research.

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