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The objective of the research was to propose a conceptual model with the integration of the Technology Acceptance Model (TAM), Dynamic Capabilities Theory, and the Contingency Theory, and with the review and analysis of the topics e-Service Quality (e-SQ), e-Relationship Quality, e-Trust, e-Satisfaction, Disruptive Factors, Technology Platform, Customer Involvement and Interaction, Value Co-Creation and Continuous e-Loyalty. E-service is strategically used to create brand value. E-commerce will strongly depend on trust. Therefore, online companies must make and maintain a loyal customer base. The face-to-face pre-purchase research, post-purchase feedback, website, and social media technologies have changed e-commerce into more social commerce. The imposition of accelerated technology, consumer interaction, and the fierce COVID-19 pandemic are the factors that most influence value co-creation. The current crisis and new challenges affect the quality of relationships, consumer loyalty, and value co-creation. © International Association for Computer Information Systems. All Rights Reserved.
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The study explores the enabling factors of resilience as a key lever to address complexity, challenge technological evolution and foster growth in urban contexts. The goal is to explore the determinants of resilience to understand how smart cities can seize opportunities for innovation starting from disruptive event through the right combination of technology, human and social capital. Resilient smart cities can challenge environmental changes and develop proactive behaviors that encourage the attainment of social, economic and environmental well-being. Therefore, being resilient entails the redefinition of orientation, business models, technology and resource allocation to turn a crisis (such as Covid-19 pandemic) into an opportunity for development. Given the need to clarify the key determinants of resilience in contemporary cities, this article aims at exploring: (1) the main drivers for resilience to challenge a crisis;(2) how the drivers o resilience can be activated and combined to create opportunities for innovation. The empirical research is based on a content analysis that explores the case study of the Italian smart city of Turin. The results allow the identification of the determinants of resilience according to an exploratory approach, in which the smart projects and the set of technologies, resources and institutions exchanged and co-developed by Turin smart city are classified to obtain some enabling dimensions for resilience. © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2022.
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People with disabilities (PwD) are a COVID-19 vulnerable group, and globally they are experiencing even higher rates of social exclusion than before the pandemic. Value co-creation is a process whereby firms and their customers work together to develop service offerings and provides a tool for service improvement during disruptions such as health crises. Although many cultural and tourist attractions have access and inclusion as part of their strategic plans not all of them have turned to value co-creation to address access and inclusion in response to the COVID-19 pandemic. They also have varying degrees of understandings about what facilitates social inclusion. Using Critical Discourse Analysis, this study explores how museums have addressed access and inclusion in response to the COVID-19 pandemic, the degree of uptake, discourses of value co-creation, and how their responses can be categorised. The research design included semi-structured, participatory interviews with 15 managers from eight museums;and ethnographic observation and semi-structured, post-museum visit interviews with 12 PwD. Then, an iterative data analysis process using ATLAS-ti was undertaken. The results provide insight into the social inclusion of PwD in museums during the COVID-19 pandemic.
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PurposeTo be successful on a global scale, small- and medium-sized enterprises (SMEs) need government support (GS) for innovation, sustainability and creativity. GS has always been a constructive influence on enterprises. This paper aims to examine the role of GS in assessing financial literacy (FL), access to finance (AF) and green value co-creation (GVC) for the sustainability of SMEs. Design/methodology/approachThis study's sample comprises SMEs in Lahore, Pakistan. Data collection started in December 2021 and ended in February 2022. Using convenient sampling, 320 responses were collected from SMEs and included in data analysis. Hypotheses were tested, and model fit was checked through the software AMOS 22. FindingsIt has been examined that GS plays a pivotal role in acquiring FL, AF and GVC for the sustainability of SMEs. Research limitations/implicationsIncreasing the sample size will give a more demonstrative picture as the population size is quite large. Future researchers should design causal relationships, linking these variables through longitudinal research. Originality/valueNo study has been conducted on SMEs of developing economies using these variables. This study contributes to the literature by providing a comprehensive model and identifying GSs importance in achieving SMEs' sustainability through financial and green lenses. This research significantly impacts government policymakers and SMEs by giving them insight into the importance of green practices, financial capabilities and SMEs' sustainability.
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Digital service transformations affect how consumers experience value-in-use. Yet, the process consumers use to evaluate value propositions for emergent, early-stage service transformations remains unclear. This is especially true for digital service transformations brought on by exogenous shocks requiring a near-immediate response. The abrupt lockdown of face-to-face services in response to the COVID-19 pandemic forced many organizations to launch remote offerings with little prior usage. In a telemedicine context, we develop an Anticipatory Value-in-Use Framework, investigating how consumers' value-in-use process for a digital service transformation unfolds across three stages: value-in-use prerequisites, anticipatory value co-creation, and anticipatory value-in-use. Using SmartPLS we analyze 669 responses collected pre- and post-COVID-19 lockdown. Our results demonstrate the framework offers a consistent conceptualization of how consumers formulate anticipatory value-in-use when actual experience with the service transformation is lacking. However, consumers may weigh factors differently following exogenous shock-imposed transformations, requiring marketers to carefully articulate a transformation's value propositions. © 2023 Elsevier Inc.
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Luxury tourism is an emerging area of research and deserves consideration for its implications for tourism and hospitality management and policy development. This chapter reviews the phenomena of luxury tourism in the academic literature and in particular, its links to the concepts of high yield, sustainability and tourist experiences. The global hiatus caused by the COVID-19 pandemic has presented an opportunity for tourism policymakers and industry stakeholders to reconsider how luxury tourism can contribute to optimal economic, social and environmental outcomes with desired yield and sustainability aspirations. A renewed understanding of luxury tourism in terms of its production and consumption processes, as well as the associated value, emotion and narrative, is therefore of critical importance. The value of this chapter lies in synthesising a number of strands of inquiry across disparate bodies of literature to identify a research agenda. Areas that are proposed for further research include the conceptualisation of luxury tourism, the evolving nature of luxury experiences;value co-creation across all stages of luxury tourism;and the nexus between luxury tourism and destination image. Managerial implications of luxury tourism are also discussed, including the necessary conditions for cultivating luxury tourism;the need to measure the social and environmental impact of luxury tourism;and the important relationships between luxury tourism, innovation and market leadership. © 2022 by Emerald Publishing Limited. All rights reserved.
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Although consumer-brand-engagement (CBE) and consumer-brand-experience (CBX) are identified as important research priorities, empirically based insights regarding their relationship with tourism-consumers' resulting consumer-value cocreation (CVC), emotional-attachment and consumer-based-brand-equity (CBBE) remains scant, particularly during COVID-19 pandemic. In responding to this research gap, following Service-Dominant-Logic and Protection-Motivation-informed theories, we propose and test a model that explores the influence of CBE and CVC on CBX, which consequently effects emotional-attachment and CBBE with tourism service-brands. To explore such issues, we recruit a sample of 318 customers by using PLS-SEM. PLS-SEM-results indicate that CBE has a positive impact on CVC and CBX. Second, findings reveal CBX's positive influence on emotional-attachment and CBBE. Third, results corroborated the CBE's and CVC's indirect effect on emotional-attachment and CBBE, as mediated through CBX. Finally, findings illustrated a negative moderating influence of perceived-severity and positive moderating effect of self-efficacy among projected associations. We offer significant theoretical/managerial implications that develop from this study. © 2023 Informa UK Limited, trading as Taylor & Francis Group.
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PurposeThe Sports Live Streaming Platforms (SLSPs) have taken centre stage in broadcasting sporting events. This study adopts the value creation sphere (VCS) model and the service dominant logic (SDL) to unpack the value co-creation process on SLSPs.Design/methodology/approachA case study with one of the most representative SLSPs in China, involving the netnographic approach and in-depth interviews, was conducted.FindingsThis study redefines the value co-creation spheres in the context of SLSPs and identifies four actors who contribute to viewers' value perceptions. The findings show that viewers' values can be co-created individually and collectively with other actors in both the customer sphere and the joint sphere.Originality/valueThis study extends the theoretical boundary of value co-creation into the context of SLSPs. The study findings help SLSPs managers and decision makers understand the value co-creation process to gain competitive advantages and enhance the sustainability of their services.
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Today, many consumers seek to stay in environmentally sustainable hotels. Moreover, the tourism industry is one of the most impacted by the COVID-19 outbreak. In this increasingly competitive environment, companies in general, and hotels in particular, must offer unique experiences through value co-creation. The purpose of this work is to analyze the impact of "green” practices and value co-creation on brand equity, evaluating the moderating role of the consumer's nationality in the setting of hospitality companies. From a personal survey of 309 hotel guests in Valencia (Spain) and 302 guests in Bogotá (Colombia), evidence is obtained on the existence of some differences depending on the guest's country of origin, thus allowing hotel managers to have a better knowledge when designing their corporate strategies. © 2023 Taylor & Francis Group, LLC.
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The COVID-19 outbreak has had a negative impact on the restaurant industry and led to major sales and job losses. As it continues to threaten customers' health, it is expected to greatly influence their attitudes and behavior. Therefore, the current study aims to investigate the effects of threat and coping appraisals on consumers' co-creation behaviors during the COVID-19 pandemic. Grounded in protection motivation theory and co-creation theory, the moderating effect of generational cohorts is also investigated vis-a-vis the relationships between protection motivation appraisals and co-creation behaviors in the restaurant industry. Individuals between 18 and 55 years of age completed survey regarding their dine-in experience during the COVID-19 pandemic. The study indicates that customers' perceived severity, self-efficacy, and response efficacy are significant predictors of customers' co-creation behaviors during the COVID-19 pandemic. The study provides important theoretical and practical implications for the field. (PsycInfo Database Record (c) 2022 APA, all rights reserved)
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As a result of the post-pandemic situation, enhancing digital heritage services has become one of the key issues for the recovery of tourism. Disruptive innovation in human–computer interaction technology has brought new opportunities for digitalization and intelligent transformation in the contemporary cultural tourism industry. Existing research on the adoption behavior of digital heritage services primarily focuses on users' assessments of behavior results. There is a considerable gap in research about the interaction and value co-creation between users and digital intelligence services and users' cognitive construction logic of digital heritage services. Following reciprocal determinism, we propose a conceptual model to deconstruct the detailed transmission path of interactive affordance and sensory affordance to digital heritage adoption. In Study 1, a lab experiment in an AI-assisted smart screen digital heritage service context revealed that interactive affordance and user adoption of digital heritage services were partially mediated by psychological distance. Findings from a between-subject online experiment in Study 2 confirmed that embodied cognition and psychological distance play a parallel intermediary role in the impact of sensory affordance on adoption. In Study 3, a lab experiment in a VR-based digital museum context further verified that information overload moderates the influence of embodied cognition on psychological distance. This research reveals the deep-bounded, rational decision-making logic of digital heritage service adoption and provides significant practical enlightenment for the optimization of the affordance experience.
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The COVID-19 pandemic highlighted the need to manage complex relations within the healthcare ecosystem. The role of new technologies in achieving this goal is a topic of current interest. Among them, blockchain technology is experiencing widespread application in the healthcare context. The present work investigates how this technology fosters value co-creation paths in the new digital healthcare ecosystems. To this end, a multiple case study has been conducted examining the development and application of blockchain by 32 healthcare tech companies. The results show blockchain technology adoption's current and potential impacts on value co-creation regarding data and resource sharing, patient participation, and collaboration between professionals. Three main areas of activity emerge from the case studies where blockchain implementation brings significant benefits for value co-creation: improving service interaction, impacting actors' engagement, and fostering ecosystem transparency.
Subject(s)
Blockchain , COVID-19 , Humans , Ecosystem , COVID-19/epidemiology , Pandemics , Delivery of Health Care/methods , TechnologyABSTRACT
Purpose: The purpose of this paper is to analyse the factors which influence value co-creation intention through customer engagement during the COVID-19 pandemic. This paper studies the online modest fashion small- and medium-sized enterprises (SMEs) in Egypt as a Muslim country. Design/methodology/approach: This paper is based on the social cognitive theory (SCT) and the literature to develop a theoretical framework of the factors influencing customers' value co-creation intention on social media. The framework is then tested quantitatively through structural equation modelling based on partial least squares method (SEM-PLS) approach using the SmartPLS software. Findings: The empirical analysis supported the SCT through the following conclusions: first, regarding the subject factors, self-efficacy has a positive significant effect on all dimensions of customer engagement and outcome expectation has a positive significant effect on cognitive customer engagement. Concerning the environmental factors, community experience has a positive significant effect on affective and behavioural customer engagement, whereas content quality has a positive significant effect on affective customer engagement. Second, customer engagement is a significant mediator through the dimensions of affective and behavioural customer engagement. Practical implications: The findings of this study can help online modest fashion SMEs better comprehend the factors which influence the customers' engagement for value co-creation intention whether it is subject factors or environmental factors. Therefore, they can better operate online and encourage customers to contribute to the development of new products and services and hence achieve a competitive advantage and survive in times of COVID-19. Originality/value: Most of the existing studies focused on the value co-creation behaviour and output. However, there is limited research focusing on what contributes to the customers' engagement for value co-creation intention, especially for online modest fashion and Muslim countries. Therefore, this study attempts to examine and bridge this research gap. © 2021, Emerald Publishing Limited.
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Solidarity tourism provides tourists with the opportunity to help others who are suffering dur-ing crisis by offering shared resources and a sense of community. Although solidarity in times of crisis promises attention to tourists' desires and wellbeing, there is limited evidence of this. This paper aims to understand how solidarity occurs in times of crisis by applying value co -creation. A total of 21,719 traveller posts were thematically analysed to reveal that solidarity can be achieved in various contexts through tourists' co-created care practices, which have emotional and cognitive value. Practices include co-producing, connecting, co-advocating, co -suffering and consuming collaboratively. This paper conceptualises and illustrates solidarity as a relational practice, which is an effective means of support during crises.(c) 2022 The Author(s). Published by Elsevier Ltd. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/).
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PurposeThis paper assesses the continuance intention (CI) for mobile-based payment (M-payment) services following the COVID-19 pandemic by combining the self-efficacy construct with the electronic service quality model.Design/methodology/approachThis exploratory, cross-sectional research employs qualitative and quantitative research methods;specifically, a questionnaire and interviews. A total of 403 Jordanian participants completed valid questionnaires. Mediation and moderation evaluations assessed the M-payment service quality (MPSQ), self-efficacy and health concerns (HC) to determine CI.FindingsThe results verify the significance of MPSQ and self-efficacy in developing CI and show the mediating influence of self-efficacy between MPSQ and CI. Moreover, HC negatively impact the self-efficacy/CI link.Practical implicationsThis research benefits M-payment service providers seeking to secure customer loyalty via improved M-payment services. The behavioral intention investigation will provide rich information about potential customers' CI and illuminate areas for development.Originality/valueThis research makes an original contribution to the existing M-payment literature by investigating the impact of customers' perception of service quality on their CI to utilize M-payment services, balanced with self-efficacy and HC.
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During the global covid-19 pandemic, most of higher education institutions (heis) were forced to migrate to an e-learning methodology in order to continue their academic activities. At the same time, the student complaint behavior (scb) increased due to new experiences of dissatisfaction or non-satisfaction. In this context, and seeking to ensure student satisfaction, heis have managed this behavior in the same form that companies do with their customers. Therefore, we present a critical analysis on the generic and standardized approach in the literature and practice to understanding and managing scb in the same way as customer complaint behavior (ccb) is man-aged. A review of the literature on the theories and studies related to scb and ccb and the student/ customer treatment debate are presented, highlighting the complexity of higher education (he) service, which is considered a pillar of development due to its social value. The authors argue the suitable application of the Service-Dominant Logic (sdl), specifically its value co-creation premise, as well as the principles of the Service Ecosystem theory to differentiate scb from ccb. This may allow heis to continue to ensure student satisfaction through the management of their complaints without compromising educational quality and service sustainability. The reflection hereby presented is limited to the Latin America region educational contexts and their structures. © 2023, Universidad Nacional de Colombia. All rights reserved.
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This case focuses on the entrepreneurial use of multi-stakeholder value co-creation to emerge stronger from challenging trading conditions. In particular, it examines Pennine Pubs, a small-/medium-sized enterprise (SME) operating several rural public houses, which are licensed to sell food and alcoholic drinks to guests. Based in Northern England, it has adapted commercial strategies to mitigate government-enforced Covid-19 lockdowns. Pennine Pubs' Managing Director is currently considering how to build upon the multi-stakeholder value co-creation strategy which emerged quickly immediately before and during the first lockdown period, when customers were prohibited from visiting pubs. He expects the outcome to be a more refined and sustainable commercial strategy which retains the most significant benefits of his lockdown-period innovations. The case considers how co-creation is applied as a reaction to unforeseen business challenges, and how it can underpin proactive strategies to capitalise upon favourable trading conditions. The concept is explored in the context of rapidly evolving, unpredictable and highly problematic constraints upon retail trade, and the 'new normal' of customers returning to retail premises, albeit with expectations modified by recent experiences. Finally, the case considers the impact of SMEs collaborating with suppliers, customers and other stakeholders to co-create mutual, commercially sustainable value.
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The Covid-19 pandemic highlighted the need of managing complex relations within the healthcare ecosystem. The role of new technologies in achieving this goal is a topic of current interest. Among them, blockchain technology and Artificial Intelligence are gaining wide application in the healthcare context. The aim of this work is to investigate how these technologies foster value co-creation paths in healthcare ecosystems. The results show the direct and indirect impacts of blockchain adoption on value co-creation in terms of data and resource sharing, patient participation, and collaboration between professionals. Theoretical and practical implications are provided. © 2022 IEEE.
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The global pandemic caused by covid-19 forced many countries worldwide to establish severe restrictions on mobility and access to numerous services. Mexico was no exception, and es-pecially food service underwent radical changes that forced businesses to move into or expand food service delivery. Not only organizations suffered this abrupt change, but customers also had to ven-ture into this modality, which was unknown or barely explored for many. Faced with this scenario, organizations showed a lack of knowledge about the customer role that positively contributes to the joint achievement of the expected benefits during the value exchange. This research aims to verify if Customer Participation Behavior (cpb) and Customer Citizenship Behavior (ccb) are related to Customer Value Co-creation Behavior (cvcb) generation in the Mexican food service delivery ecosystem. Through a quantitative research, online surveys based on the cvcb scale by Yi and Gong (2013) were applied. Besides, a hierarchical component modeling was used as a statistical instrument. The results highlight that both cpb and ccb are positively and significantly related to cvcb, being responsible behavior and information sharing the variables most related to cpb. As for ccb, recommendation and helping other customers are the variables with the highest relationship. These findings encourage food establishment managers to reinforce specific actions in order to develop co-creation behavior among their customers, and therefore meet the challenges posed to this service modality. © 2022, Universidad Nacional de Colombia. All rights reserved.
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Affected by COVID-19, there is a growing trend toward healthy lifestyles and organic food consumption. The literature on organic foods focuses on the factors that influence buying behavior. A thriving organic business requires both sustained consumption and consumer contributions beyond the purchase-customer engagement behavior. The purpose of this study is to examine the factors that may drive member customers to engage with organic grocerants. This study surveyed 280 Chinese member customers of an organic grocerant to explore how to drive customer engagement behavior. Based on value co-creation theory and the customer engagement literature, this study proposed a "value acquisition-value co-creation" framework to explore the relationship between perceived value, brand trust, and customer engagement behavior. The results show that emotional and social value can directly and effectively motivate customer engagement behavior in organic grocerants. However, consumers' perceived quality value and price value will not directly affect customer engagement behavior but instead indirectly affect it through brand trust. Furthermore, improving the perceived value of emotion, quality and price can strengthen brand trust in organic grocerants. The study confirms that brand trust is critical to organic grocerant and customer engagement. Our findings provide a new perspective for understanding the relationship between the value customers receive from organic food consumption and value co-creation through customer engagement behavior.