Social Media-Enabled Customer Co-Creation Experience Value: Conceptualisation and Measurement

Abstract

ABSTRACT Despite the dominance of customer co-creation experience value (CCEV) in the value co-creation research, its theoretical domain has not been systematically analysed and developed. Specifically, little is known about the nature of social media-enabled CCEV. To address the knowledge gaps, this study employs a five-step procedure to develop a conceptualisation and instrument of CCEV construct in a social media context. First, drawing on the relevant literature, we determine the conceptual framework, definition, and assumptions of CCEV. Second, we employ grounded theory methodology to analyse customer review data from three representative social media sites and identify the dimensions of CCEV (four themes consisting of 10 dimensions). Third, we create an item pool of CCEV based on the prior work and in-depth interviews of 10 customers. In the fourth and fifth steps, we collect three waves of quantitative data to develop and validate the instrument including item refinement (n1 = 234), instrument validation (n2 = 521), and nomological validity examination (n3 = 615). The results indicate that the instrument exhibits satisfactory reliability and validity. Our work contributes to theory and practice by presenting a context-specific and fine-grained conceptualisation of CCEV and a reliable and valid survey instrument.