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首页> 外文期刊>Journal of Business Research >Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration
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Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration

机译：多演员服务生态系统中的客户参与，消费和坚定性能：资源集成的调节作用

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摘要

This study aims to understand how e-commerce firms can operate more effectively within the context of a multi-actor service eco-system by examining the factors contributing to their firms' performance. Due to their multidirectional information and business exchanges through the worldwide internet cloud these firms are often characterized by network-based operations and collaborative systems. We investigate how multiple participants, namely employees, business partners, focal and fellow customers, social media communities and technology, interact with each other and how these multi-actor exchanges influence firms' performance. Based on a total of 288 weekly data collected from a leading e-ticketing service provider from January 2013 to December 2018 in Taiwan, our empirical findings support the service-dominant logic that customer engagement across varied social media communities positively contribute to customer consumption in terms of new customer acquisition and existing customer retention, and further enhances the service firm's financial performance. Customer consumption is elevated when the firm successfully orchestrates its resource integration by providing better employee service, extending its business partnerships, and incorporating service innovation to improve its service delivery processes and customer database management.
机译：本研究旨在了解电子商务公司如何在多演员服务生态系统的背景下更有效地运营，通过检查为其公司的绩效提供贡献的因素。由于他们的多向信息和经营商业交流，通过全球互联网云，这些公司通常由基于网络的运营和协作系统为特征。我们调查多个参与者，即员工，商业伙伴，焦点和同伴客户，社交媒体社区和技术，互相互动以及这些多行动家交流如何影响公司的表现。根据2013年1月至2018年12月在台湾的领先电子票务服务提供商中收集的288个每周数据，我们的实证调查结果支持服务主导逻辑，以至于客户在各种社交媒体社区之间的参与积极促进客户消费新的客户收购和现有客户保留，进一步提高了服务公司的财务业绩。当公司通过提供更好的员工服务，扩展其业务合作伙伴关系并纳入服务创新以改善其服务交付流程和客户数据库管理时，公司消费升高了其资源集成升高。

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