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Article
Publication date: 24 August 2021

Reihaneh Bidar, Alistair Barros and Jason Watson

In the co-creation process from a network perspective, service is produced, designed, and evaluated entirely by the actors with dynamic roles and with less participation by the…

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Abstract

Purpose

In the co-creation process from a network perspective, service is produced, designed, and evaluated entirely by the actors with dynamic roles and with less participation by the firm's employees in the service process. The purpose of this paper is to develop a theoretical model that represents environmental stimuli and value perceptions that contribute to service co-creation behaviour in an online network.

Design/methodology/approach

A total of 36 semi-structured interviews were conducted with members of two online programming communities – GitHub and Stack Overflow co-creators, with the data analysed using thematic analysis. The stimulus-organism-response model guided the development of the final model.

Findings

Social influence and trust are influential in actor value perceptions, including primary and network value, the interplay of which leads actors to co-production, supportive, and administrative behaviour. Environmental factors do not directly drive actors; rather it is the value that initiates and drives actors, which, by extension, initiates and drives the co-creation of services.

Research limitations/implications

The service co-creation behaviour model provides a basis for future research in the co-creation and co-destruction context to model behaviours within the online network organisation setting and thereby enable improvement of such systems. This model can be operationalised in a network environment through design features.

Originality/value

This paper provides a rich understanding of environmental stimuli and value perception factors that contribute to the co-creation of services, and identifies different types of behaviours in dynamic online networks. This paper presents a new model of different types of behaviours emerging from actor participation in the co-creation process.

Details

Internet Research, vol. 32 no. 3
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 28 June 2021

Behnam Abedin, Heather Douglas, Jason Watson and Reihaneh Bidar

Small social enterprises (SEs) face many challenges as they seek to secure their survival, sustainability and performance, but little is known about the interrelations among these…

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Abstract

Purpose

Small social enterprises (SEs) face many challenges as they seek to secure their survival, sustainability and performance, but little is known about the interrelations among these challenges and how these SEs might mitigate their challenges by using online platforms.

Design/methodology/approach

Drawing on the results of 19 in-depth semi-structured interviews with founders of small SEs in Australia, the authors present two integrative frameworks: one demonstrates how different challenges directly or indirectly influence SE performance, and the other represents the linkage between online platforms use and SE performance.

Findings

The authors’ findings indicate that SEs face social, economic and organizational challenges, and that SEs use online platforms to mitigate these challenges and improve their performance. Online platforms enable these enterprises to identify funding opportunities, recruit staff and volunteers, connect with other SEs, form partnerships, promote their organization, market their products and services, and avoid competition and duplication in their ecosystem.

Research limitations/implications

The authors provide a guiding model for further research on using online platforms to mitigate challenges for small enterprises to improve performance. This study advances current understanding of why some SEs fail to thrive, while others survive, flourish and grow.

Originality/value

The authors’ study advances the resource-based view by identifying how online platforms offer a valuable resource to improve SE performance, and assist managers to maintain the strategic direction of their enterprise.

Details

International Journal of Productivity and Performance Management, vol. 72 no. 1
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 18 March 2024

Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee and Azarnoush Ansari

This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.

337

Abstract

Purpose

This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.

Design/methodology/approach

A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.

Findings

The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.

Originality/value

The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.

Details

International Journal of Quality and Service Sciences, vol. 16 no. 2
Type: Research Article
ISSN: 1756-669X

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