A resource mapping framework for value co-creation in social media

摘要：

　　It is a common problem 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 emphasized 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 resoure-mapping processes.At last,an instance has been analyzed to prove the proposed framework applicability.

关键词： social media value co-creation resources mapping framework

作者: Shuqin Cai Qian Yuan Peng Zhou

作者单位: School of Management, Huazhong University of Science and Technology, WuHan 430074,China

会议类型: 国际会议

会议名称: The Twelfth Wuhan International Conference on E-Business(第十二届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 1-8

在线出版日期: 2013-05-25（万方平台首次上网日期，不代表论文的发表时间）