A resource mapping framework for value co-creation in social media. (1st January 2014)

• Record Type: Journal Article
• Authors: Yuan, Qian; Cai, Shuqin; Zhou, Peng
• Is Part Of: International journal of networking and virtual organisations. Volume 14:Number 1/2(2014)
• Page Start: 25
• Page End: 39
• Publication Date: 2014-01-01
• Subjects: social media -- value co-creation -- resources mapping framework -- negative WOM -- virtual organisations -- networking; Computer networks -- Periodicals; Information networks -- Periodicals; Virtual corporations -- Periodicals; Electronic commerce -- Periodicals; Management information systems -- Periodicals; Management -- Data processing -- Periodicals; 004.65
• Languages: English
• ISSNs: 1470-9503

Abstract

It is urgent for companies to sustain high levels of customer satisfaction in social media where customer opinions and attitudes propagate through a large population quickly. The value of customer participation has been emphasised in order to improve the information exchanging between customers and companies. Value co-creation is one of the most important ways to achieve that goal; and resources are the key issues towards value co-creation processes. To enhance competition power and improve the customer satisfaction, companies must have a deep insight of value co-creation, especially from the perspective of resources. In this paper, a resource mapping framework in social media has been given based on the value co-creation theory. The value co-creation processes have been split into three sub-processes: company resource-mapping processes, customer resource-mapping processes and encounter resource-mapping processes. Lastly, an instance has been analysed to prove the proposed framework applicability.