文章基本信息

标题：Co-creation or Co-destruction: A Perspective of Online Customer Engagement Valence
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作者：Siddique, Junaid ; Shamim, Amjad ; Nawaz, Muhammad 等
期刊名称：Frontiers in Psychology
电子版ISSN：1664-1078
出版年度：2021
卷号：11
页码：3982
DOI：10.3389/fpsyg.2020.591753
出版社：Frontiers Media
摘要：The increasing interest in online shopping in recent years has increased the importance of understanding customer engagement valence (CEV) in a virtual service network. There is yet a comprehensive explanation of the CEV concept, particularly its impact on multi-actors networks such as web stores. Therefore, this study aims to fill this research gap. In this study, past literature in the marketing and consumer psychology field was critically reviewed to understand the concept of CEV in online shopping, and the propositional-based style was employed to conceptualize the CEV within the online shopping (web stores) context. The outcomes demonstrate that the valence of customer engagement is dependent on the cognitive interpretation of signals that are prompted by multiple actors on a web store service network. If the signals are positively interpreted, positive outcomes such as service co-creation are expected, but if they are negatively interpreted, negative outcomes such as service co-destruction are predicted. These notions create avenues for future empirical research and practical implications.
关键词：service co-destruction; service co-creation; online shopping; Valence; Engagement (involvement)