Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration

    Access Status
    Fulltext not available
    Authors
    Ho, M.H.W.
    Chung, H.F.L.
    Kingshott, Russel
    Chiu, C.C.
    Date
    2020
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Ho, M.H.W. and Chung, H.F.L. and Kingshott, R. and Chiu, C.C. 2020. Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration. Journal of Business Research.
    Source Title
    Journal of Business Research
    DOI
    10.1016/j.jbusres.2020.02.008
    ISSN
    0148-2963
    Faculty
    Faculty of Business and Law
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/79395
    Collection
    • Curtin Research Publications
    Abstract

    © 2020 Elsevier Inc.

    This study aims to understand how e-commerce firms can operate more effectively within the context of a multi-actor service eco-system by examining the factors contributing to their firms’ performance. Due to their multidirectional information and business exchanges through the worldwide internet cloud these firms are often characterized by network-based operations and collaborative systems. We investigate how multiple participants, namely employees, business partners, focal and fellow customers, social media communities and technology, interact with each other and how these multi-actor exchanges influence firms’ performance. Based on a total of 288 weekly data collected from a leading e-ticketing service provider from January 2013 to December 2018 in Taiwan, our empirical findings support the service-dominant logic that customer engagement across varied social media communities positively contribute to customer consumption in terms of new customer acquisition and existing customer retention, and further enhances the service firm's financial performance. Customer consumption is elevated when the firm successfully orchestrates its resource integration by providing better employee service, extending its business partnerships, and incorporating service innovation to improve its service delivery processes and customer database management.

    Related items

    Showing items related by title, author, creator and subject.

    • "You Look So Attractive!”: The Role of Interpersonal Attraction in Driving Customer Citizenship Behavior in Service Coproduction Process
      Chan, Kimmy Wa; Sharma, Piyush (2019)
      Practitioners’ and scholars’ interest in the service-dominant logic of marketing has increased sharply in the last decade (Vargo and Lusch 2004). Customer participation (CP), as one of the foundational premises of this ...
    • Firm Self-Service Technology Readiness
      Ramaseshan, Balasubramani; Kingshott, Russel; Stein, A. (2015)
      Purpose: Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organisational efficiencies, firms have jumped on the bandwagon ...
    • Exploring customers’ zone of tolerance for B2B professional service quality
      Ho, A.; Sharma, Piyush ; Hosie, P. (2015)
      Purpose: This paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context of business-to-business (B2B) professional services from both client and service firms’ perspectives, ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.