Engagement and value cocreation within a multi-stakeholder service ecosystem

被引：32

作者：

Viglia, Giampaolo ^{[1
,2
]}

Pera, Rebecca ^{[3
]}

Dyussembayeva, Shynar ^{[1
]}

Mifsud, Matthieu ^{[4
]}

Hollebeek, Linda D. ^{[5
,6
]}

机构：

[1] Univ Portsmouth, Dept Strategy Mkt & Innovat, Portland St, Portsmouth PO1 3DE, England

[2] Univ Aosta Valley, Dept Econ & Polit Sci, Aosta, Italy

[3] Univ Turin, Dept Management, Corso Un Soviet 218-Bis, I-10134 Turin, Italy

[4] Audencia Business Sch, Dept Mkt, 8 Route Joneliere, F-44312 Nantes, France

[5] Vilnius Univ, Dept Mkt, Univ G 3, LT-01513 Vilnius, Lithuania

[6] Tallinn Univ Technol, Dept Business Adm, Ehitajate Tee 5, EE-12616 Tallinn, Estonia

来源：

JOURNAL OF BUSINESS RESEARCH | 2023年 / 157卷

关键词：

Engagement; Value cocreation; Multi-stakeholder systems; Service ecosystems; Collaboration; Cooperation; VALUE CO-CREATION; DOMINANT LOGIC; CUSTOMER ENGAGEMENT; MARKETING CAPABILITIES; VALUE PROPOSITIONS; ACTOR ENGAGEMENT; SOCIAL MEDIA; INNOVATION; INTEGRATION; DEFINITION;

D O I：

10.1016/j.jbusres.2022.113584

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

While consumer engagement and value cocreation research proliferate, it is important to explore these concepts from an ecosystem-based multi-stakeholder perspective as, therefore, undertaken in this article. Specifically, this study marks a pioneering attempt in conceptualizing stakeholder engagement (SE) as a core foundation of stakeholder value cocreation within multi-stakeholder service ecosystems. SE's behavioral, cognitive, and emotional dimensions are proposed to activate distinct outcomes, thus disentangling stakeholder value cocreation from the closely related constructs of cooperation and collaboration. The study adopts a qualitative multimethod approach integrating in-depth managerial interviews with observation, and secondary data analysis. The findings show that (1) when behavioral SE prevails, the activated process is cooperation, (2) when cognitive SE is also present, the activated process is collaboration, (3) when emotional SE integrates the behavioral and cognitive SE, the activated process is cocreation.

引用

页数：9