IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i24p16685-d1001914.html
   My bibliography  Save this article

The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?

Author

Listed:
  • Zhongyuan Sun

    (School of Economics and Management, Xi’an University of Posts and Telecommunications, Xi’an 710061, China)

  • Yucheng Li

    (School of Modern Post, Xi’an University of Posts and Telecommunications, Xi’an 710061, China)

  • Xuming Lou

    (School of Economics and Management, Xi’an University of Posts and Telecommunications, Xi’an 710061, China)

Abstract

With the development of technology and the improvement of customer awareness, customers and enterprises are becoming more and more proactive in the process of cooperation. Among these developments is the value creation of customers in the brand network. The community changes with the accumulation of resources during the customer journey, and it is particularly important to explore the impact of customer resource accumulation and regulatory focus of enterprises for customers on customer value. Previous research mainly focused on the role of customer resources in the stages of value creation and value realization, ignoring the impact of customer participation on customer resources accumulation and customer value during the customer journey and the moderating effect of customer regulatory focus between them. This paper investigates this from the perspective of resource theory. Based on the investigation in 451 active customers in the Chinese famous brand network community, it uses the SEM method to test the relationships among customer participation, customer resources and customer value, and the moderating role of regulatory focus during the customer journey. The empirical results show that both customer relationship resources and human resources positively affect customer lifetime value and customer engagement value and play a mediating role between customer participation and customer value during the customer journey. Furthermore, the customer promotion focus positively moderates the relationships between customer participation and customer resources, while the prevention focus only positively moderates the relationship between customer participation and customer human resources. The research results provide a theoretical basis for brand network communities to sustainably cultivate and guide customers to contribute a higher value.

Suggested Citation

  • Zhongyuan Sun & Yucheng Li & Xuming Lou, 2022. "The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?," Sustainability, MDPI, vol. 14(24), pages 1-21, December.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:24:p:16685-:d:1001914
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/24/16685/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/24/16685/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ho, Mia Hsiao-Wen & Chung, Henry F.L. & Kingshott, Russel & Chiu, Chun-Chen, 2020. "Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration," Journal of Business Research, Elsevier, vol. 121(C), pages 557-566.
    2. Forster, Jens & Higgins, E. Tory & Bianco, Amy Taylor, 2003. "Speed/accuracy decisions in task performance: Built-in trade-off or separate strategic concerns?," Organizational Behavior and Human Decision Processes, Elsevier, vol. 90(1), pages 148-164, January.
    3. Andrew E. Wilson & Michael D. Giebelhausen & Michael K. Brady, 2017. "Negative word of mouth can be a positive for consumers connected to the brand," Journal of the Academy of Marketing Science, Springer, vol. 45(4), pages 534-547, July.
    4. Tumasjan, Andranik & Braun, Reiner, 2012. "In the eye of the beholder: How regulatory focus and self-efficacy interact in influencing opportunity recognition," Journal of Business Venturing, Elsevier, vol. 27(6), pages 622-636.
    5. Anna S. Cui & Fang Wu, 2016. "Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance," Journal of the Academy of Marketing Science, Springer, vol. 44(4), pages 516-538, July.
    6. Xia Cao & Dan Lv & Zeyu Xing, 2020. "Innovative Resources, Promotion Focus and Responsible Innovation: The Moderating Roles of Adaptive Governance," Sustainability, MDPI, vol. 12(7), pages 1-19, April.
    7. Christian Homburg & Danijel Jozić & Christina Kuehnl, 2017. "Customer experience management: toward implementing an evolving marketing concept," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 377-401, May.
    8. Brockner, Joel & Higgins, E. Tory, 2001. "Regulatory Focus Theory: Implications for the Study of Emotions at Work," Organizational Behavior and Human Decision Processes, Elsevier, vol. 86(1), pages 35-66, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ping Chen, 2023. "The Effect of Value Creation on Startups Performance in the Digital Environment: Evidence from Chinese Digital Startups," Sustainability, MDPI, vol. 15(5), pages 1-18, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Oana Buliga & Christian W. Scheiner & Kai-Ingo Voigt, 2016. "Business model innovation and organizational resilience: towards an integrated conceptual framework," Journal of Business Economics, Springer, vol. 86(6), pages 647-670, August.
    2. Murthy, Sidharth & Gul, Ferdinand A. & Yao, Jun, 2023. "CEO regulatory focus and management earnings forecasts," Journal of Contemporary Accounting and Economics, Elsevier, vol. 19(3).
    3. Johnson, Russell E. & King, Danielle D. & (Joanna) Lin, Szu-Han & Scott, Brent A. & Jackson Walker, Erin M. & Wang, Mo, 2017. "Regulatory focus trickle-down: How leader regulatory focus and behavior shape follower regulatory focus," Organizational Behavior and Human Decision Processes, Elsevier, vol. 140(C), pages 29-45.
    4. Gino, Francesca & Margolis, Joshua D., 2011. "Bringing ethics into focus: How regulatory focus and risk preferences influence (Un)ethical behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 115(2), pages 145-156, July.
    5. Wang, Xingyuan & Liu, Yun & Wang, Shuyang & Chen, Haipeng (Allan), 2022. "Keep it vague? New product preannouncement, regulatory focus, and word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Larivière, Bart & Bowen, David & Andreassen, Tor W. & Kunz, Werner & Sirianni, Nancy J. & Voss, Chris & Wünderlich, Nancy V. & De Keyser, Arne, 2017. "“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers," Journal of Business Research, Elsevier, vol. 79(C), pages 238-246.
    7. Xie, Xuemei & Wang, Hongwei & García, Javier Sendra, 2021. "How does customer involvement in service innovation motivate service innovation performance? The roles of relationship learning and knowledge absorptive capacity," Journal of Business Research, Elsevier, vol. 136(C), pages 630-643.
    8. Kashmiri, Saim & Gala, Prachi & Nicol, Cameron Duncan, 2019. "Seeking pleasure or avoiding pain: Influence of CEO regulatory focus on firms' advertising, R&D, and marketing controversies," Journal of Business Research, Elsevier, vol. 105(C), pages 227-242.
    9. Higgins, E. Tory & Cornwell, James F.M., 2016. "Securing foundations and advancing frontiers: Prevention and promotion effects on judgment & decision making," Organizational Behavior and Human Decision Processes, Elsevier, vol. 136(C), pages 56-67.
    10. Kammerlander, Nadine & Burger, Dominik & Fust, Alexander & Fueglistaller, Urs, 2015. "Exploration and exploitation in established small and medium-sized enterprises: The effect of CEOs' regulatory focus," Journal of Business Venturing, Elsevier, vol. 30(4), pages 582-602.
    11. Gada, Viswa Prasad & Goyal, Lakshmi & Popli, Manish, 2021. "Earnouts in M&A deal structuring: The impact of CEO prevention focus," Journal of International Management, Elsevier, vol. 27(1).
    12. Biru, Ashenafi & Filatotchev, Igor & Bruton, Garry & Gilbert, David, 2023. "CEOs’ regulatory focus and firm internationalization: The moderating effects of CEO overconfidence, narcissism and career horizon," International Business Review, Elsevier, vol. 32(3).
    13. Huang, Shuangfa & Battisti, Martina & Pickernell, David, 2021. "CEO regulatory focus as the microfoundation of organizational ambidexterity: A configurational approach," Journal of Business Research, Elsevier, vol. 125(C), pages 26-38.
    14. Cantor, David E. & Blackhurst, Jennifer V. & Cortes, Juan David, 2014. "The clock is ticking: The role of uncertainty, regulatory focus, and level of risk on supply chain disruption decision making behavior," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 72(C), pages 159-172.
    15. S. Arunachalam & Sridhar N. Ramaswami & Pol Herrmann & Doug Walker, 2018. "Innovation pathway to profitability: the role of entrepreneurial orientation and marketing capabilities," Journal of the Academy of Marketing Science, Springer, vol. 46(4), pages 744-766, July.
    16. Meinel, Martin & Eismann, Tobias T. & Baccarella, Christian V. & Fixson, Sebastian K. & Voigt, Kai-Ingo, 2020. "Does applying design thinking result in better new product concepts than a traditional innovation approach? An experimental comparison study," European Management Journal, Elsevier, vol. 38(4), pages 661-671.
    17. Liu, Zhiqiang & Yan, Miao & Fan, Youqing & Chen, Liling, 2021. "Ascribed or achieved? The role of birth order on innovative behaviour in the workplace," Journal of Business Research, Elsevier, vol. 134(C), pages 480-492.
    18. Antje Schmitt & Kathrin Rosing & Stephen X. Zhang & Michael Leatherbee, 2018. "A Dynamic Model of Entrepreneurial Uncertainty and Business Opportunity Identification: Exploration as a Mediator and Entrepreneurial Self-Efficacy as a Moderator," Entrepreneurship Theory and Practice, , vol. 42(6), pages 835-859, November.
    19. Saeedeh Ahmadi & Saeed Khanagha & Luca Berchicci & Justin J. P. Jansen, 2017. "Are Managers Motivated to Explore in the Face of a New Technological Change? The Role of Regulatory Focus, Fit, and Complexity of Decision‐Making," Journal of Management Studies, Wiley Blackwell, vol. 54(2), pages 209-237, March.
    20. Salgado, Stéphane & Hemonnet-Goujot, Aurelie & Henard, David H. & de Barnier, Virginie, 2020. "The dynamics of innovation contest experience: An integrated framework from the customer’s perspective," Journal of Business Research, Elsevier, vol. 117(C), pages 29-43.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:24:p:16685-:d:1001914. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.