The Role of Social Media Technologies in Service Innovation: Perceptions of Exceptional-customer-engaged Value Co-creation

Simple item page
dc.contributor.authorWu, Yao
dc.contributor.authorXiao, Jinghua
dc.contributor.authorXie, Kang
dc.date.accessioned2020-01-04T07:45:42Z
dc.date.available2020-01-04T07:45:42Z
dc.date.issued2020-01-07
dc.description.abstractSocial media technologies have greatly facilitated customers’ self-empowerment, and have given rise to a handful of exceptional customers who engage in service innovation. Compared with the more common customer behaviors like word-of-mouth and review-and-feedback, exceptional customers actively integrate their heterogeneous resources and creatively cooperate with firms to innovate service. Nevertheless, there have been relatively few studies on how information technologies enable such customer engagement and the co-creation of service innovation. We adopted a qualitative approach and conducted a comparative analysis of two cases, including a pair of firms and their cooperating exceptional customers, to reveal two value co-creation mechanisms enabled by social media technologies: customers as communicators who facilitate the individualization of product promotion through resource sharing and digital engagement with firms; and customers as innovators who facilitate the individualization of brand design through resource convergence and co-creation of new value propositions with firms. This study discovered the enabler role of social media technologies in service innovation and value co-creation between firms and exceptional customers, as well as a theoretical basis and practical guidance for market innovation in the digital era.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2020.358
dc.identifier.isbn978-0-9981331-3-3
dc.identifier.urihttp://hdl.handle.net/10125/64100
dc.language.isoeng
dc.relation.ispartofProceedings of the 53rd Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectSocial Networking and Communities
dc.subjectqualitative research
dc.subjectservice innovation
dc.subjectsocial commerce
dc.subjectsocial media technologies
dc.subjectvalue co-creation
dc.titleThe Role of Social Media Technologies in Service Innovation: Perceptions of Exceptional-customer-engaged Value Co-creation
dc.typeConference Paper
dc.type.dcmiText

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
0289.pdf
Size:
638.35 KB
Format:
Adobe Portable Document Format
Download

Collections

Social Networking and Communities