Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration
MetadataShow full item record
© 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.
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 ProcessChan, 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 ...
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 ...
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, ...