Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being

Zhang, Y.; Su, J.; Guo, H.; Lee, J.Y.; Xiao, Y.; Fu, M.

doi:10.1016/j.jretconser.2022.103022

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Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being

Zhang, Y.;
Su, J.;
Guo, H.;
Lee, J.Y.;
Xiao, Y.;
외 1명

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22

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32

초록

This study challenges the negative assumption that older customers struggle to adapt to e-service by exploring the positive influence of their participation on transformative value co-creation. A two-phase mixed-methods approach was adopted to develop and validate the research model. The results found that customer participation, including information sharing, responsible behaviors, and in-role feedback, promotes older customers' digital skills and basic needs satisfaction, leading to higher appreciation of digital affordances and well-being. Additionally, online employees’ customer orientation positively moderates the above relationships. This study provides insight for service providers to include older customers in e-services. © 2022 Elsevier Ltd

키워드

Appreciating digital affordances; Basic needs satisfaction; Customer participation; Digital skills; Older customers; Transformative value co-creation; SELF-DETERMINATION THEORY; RESEARCH PRIORITIES; TECHNOLOGY; PEOPLE; ADULTS; SATISFACTION; STRATEGIES; EMPLOYEES; KNOWLEDGE; ADOPTION

제목: Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being

저자: Zhang, Y.; Su, J.; Guo, H.; Lee, J.Y.; Xiao, Y.; Fu, M.

DOI: 10.1016/j.jretconser.2022.103022

발행일: 2022-07-01

유형: Article

저널명: Journal of Retailing and Consumer Services

권: 67