Engagement and value cocreation within a multi-stakeholder service ecosystem
(2023) In Journal of Business Research 157.- Abstract
While consumer engagement and value cocreation research proliferate, it is important to explore these concepts from an ecosystem-based multi-stakeholder perspective as, therefore, undertaken in this article. Specifically, this study marks a pioneering attempt in conceptualizing stakeholder engagement (SE) as a core foundation of stakeholder value cocreation within multi-stakeholder service ecosystems. SE's behavioral, cognitive, and emotional dimensions are proposed to activate distinct outcomes, thus disentangling stakeholder value cocreation from the closely related constructs of cooperation and collaboration. The study adopts a qualitative multi-method approach integrating in-depth managerial interviews with observation, and... (More)
While consumer engagement and value cocreation research proliferate, it is important to explore these concepts from an ecosystem-based multi-stakeholder perspective as, therefore, undertaken in this article. Specifically, this study marks a pioneering attempt in conceptualizing stakeholder engagement (SE) as a core foundation of stakeholder value cocreation within multi-stakeholder service ecosystems. SE's behavioral, cognitive, and emotional dimensions are proposed to activate distinct outcomes, thus disentangling stakeholder value cocreation from the closely related constructs of cooperation and collaboration. The study adopts a qualitative multi-method approach integrating in-depth managerial interviews with observation, and secondary data analysis. The findings show that (1) when behavioral SE prevails, the activated process is cooperation, (2) when cognitive SE is also present, the activated process is collaboration, (3) when emotional SE integrates the behavioral and cognitive SE, the activated process is cocreation.
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- author
- Viglia, Giampaolo ; Pera, Rebecca ; Dyussembayeva, Shynar ; Mifsud, Matthieu and Hollebeek, Linda D. LU
- publishing date
- 2023-03
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Collaboration, Cooperation, Engagement, Multi-stakeholder systems, Service ecosystems, Value cocreation
- in
- Journal of Business Research
- volume
- 157
- article number
- 113584
- publisher
- Elsevier
- external identifiers
-
- scopus:85145323216
- ISSN
- 0148-2963
- DOI
- 10.1016/j.jbusres.2022.113584
- language
- English
- LU publication?
- no
- additional info
- Funding Information: When behavioral SE is supported by stakeholders’ shared beliefs or opinions (e.g., cognitive SE), collaboration is detected. The findings suggest that stakeholders’ shared interests are key, leading participants to conform to (a) shared goal(s), as pointed out by a representative of the Chamber of Commerce: “Working for a common purpose was key. The countdown to the event meant that we were all more united as we all had to fight failure and attacks from the media and public opinion.” This illustrative quote shows that stakeholders’ collective, or team-based, attitude emerges by interpreting success as a joint effort. An employee of Milan Polytechnic further suggests: “Without sharing a common purpose no effort by Expo2015 in providing opportunities to connect would have been successful. With our partners, we worked day and night calling, texting, and meeting. If I had an idea, I would call who I believed could be useful for the development of it, and start working on it straight away. There was so much energy! So many people contributing in very effective but at times unexpected ways.” Publisher Copyright: © 2022 The Author(s)
- id
- 5808d9f9-b899-4db6-ae88-68301f748c02
- date added to LUP
- 2023-02-20 10:11:42
- date last changed
- 2023-02-20 17:00:57
@article{5808d9f9-b899-4db6-ae88-68301f748c02,
abstract = {{<p>While consumer engagement and value cocreation research proliferate, it is important to explore these concepts from an ecosystem-based multi-stakeholder perspective as, therefore, undertaken in this article. Specifically, this study marks a pioneering attempt in conceptualizing stakeholder engagement (SE) as a core foundation of stakeholder value cocreation within multi-stakeholder service ecosystems. SE's behavioral, cognitive, and emotional dimensions are proposed to activate distinct outcomes, thus disentangling stakeholder value cocreation from the closely related constructs of cooperation and collaboration. The study adopts a qualitative multi-method approach integrating in-depth managerial interviews with observation, and secondary data analysis. The findings show that (1) when behavioral SE prevails, the activated process is cooperation, (2) when cognitive SE is also present, the activated process is collaboration, (3) when emotional SE integrates the behavioral and cognitive SE, the activated process is cocreation.</p>}},
author = {{Viglia, Giampaolo and Pera, Rebecca and Dyussembayeva, Shynar and Mifsud, Matthieu and Hollebeek, Linda D.}},
issn = {{0148-2963}},
keywords = {{Collaboration; Cooperation; Engagement; Multi-stakeholder systems; Service ecosystems; Value cocreation}},
language = {{eng}},
publisher = {{Elsevier}},
series = {{Journal of Business Research}},
title = {{Engagement and value cocreation within a multi-stakeholder service ecosystem}},
url = {{http://dx.doi.org/10.1016/j.jbusres.2022.113584}},
doi = {{10.1016/j.jbusres.2022.113584}},
volume = {{157}},
year = {{2023}},
}