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Driving Mechanism of Customer Participation in Service-Oriented Enterprises: A Perspective of Value Co-Creation

Author

Listed:
  • Hongyi Xu

    (School of Management, Wuhan University of Technology, Wuhan 430062, China)

  • Yaqi Chen

    (School of Management, Wuhan University of Technology, Wuhan 430062, China)

  • Peng Xu

    (School of Machanical Engineering, University of Science and Technology Beijing, Beijing 100083, China)

Abstract

Based on service-dominant logic and service quality theory, this study explores the influence mechanism of customer participation on value co-creation of service-oriented enterprises. Employing a quantitative approach, the study utilized a questionnaire survey administered to 400 participants, examining the mediating and moderating effects of platform service quality and digital technology. The research results indicate that all three dimensions of customer participation have a significant positive impact on the value co-creation of service-oriented enterprises. Customer participation can also have a significant positive impact on the value co-creation of service-oriented enterprises through the mediating variable of platform service quality. Digital technology plays a significant positive moderating role between customer participation and platform service quality, as well as between platform service quality and value co-creation of service-oriented enterprises.

Suggested Citation

  • Hongyi Xu & Yaqi Chen & Peng Xu, 2024. "Driving Mechanism of Customer Participation in Service-Oriented Enterprises: A Perspective of Value Co-Creation," Sustainability, MDPI, vol. 16(8), pages 1-15, April.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:8:p:3310-:d:1376272
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    References listed on IDEAS

    as
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    4. Vargo, Stephen L. & Maglio, Paul P. & Akaka, Melissa Archpru, 2008. "On value and value co-creation: A service systems and service logic perspective," European Management Journal, Elsevier, vol. 26(3), pages 145-152, June.
    5. Rafael Ramírez, 1999. "Value co‐production: intellectual origins and implications for practice and research," Strategic Management Journal, Wiley Blackwell, vol. 20(1), pages 49-65, January.
    6. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
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