Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective

E-commerce logistics services are increasingly offering innovative solutions that invite consumers’ co-creation. Although value co-creation empowers consumers, it also connotes a sense of exploitation. This study explores the fairness perspective of co-creating satisfactory logistics services, using...

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Main Authors: Wang, Xeuqin, Yuen, Kum Fai, Teo, Chee-Chong, Wong, Yiik Diew
Other Authors: School of Civil and Environmental Engineering
Format: Article
Language:English
Published: 2022
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Online Access:https://hdl.handle.net/10356/162469
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-1624692022-10-21T05:59:34Z Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective Wang, Xeuqin Yuen, Kum Fai Teo, Chee-Chong Wong, Yiik Diew School of Civil and Environmental Engineering Engineering::Civil engineering E-Commerce Consumer Logistics E-commerce logistics services are increasingly offering innovative solutions that invite consumers’ co-creation. Although value co-creation empowers consumers, it also connotes a sense of exploitation. This study explores the fairness perspective of co-creating satisfactory logistics services, using self-collection service as an example. A theoretical model based on synthesized insights of Fairness Heuristics and Selective Information Processing was conceptualized and validated. Survey data were collected from 680 actual self-collection users. The findings show a three-pronged service evaluation process with consumers’ fairness perception as a central anchorage. Furthermore, the satisfaction formation process is moderated by consumers’ pre-formed beliefs leading to biased evaluations of co-creation experiences. This study contributes to literature with a contingent framework of consumers’ participation in logistics services, suggesting a heuristic-based process of value co-creation among the consumers. We also create practical insights on consumers’ preformed beliefs toward the logistics services and service providers that lead to a biased satisfaction formation process. Nanyang Technological University This research was supported by the Chung-Ang University Research Grants in 2020. This research was also funded by Nanyang Technological University (COE Major Proposal Preparatory Grant). 2022-10-21T05:59:34Z 2022-10-21T05:59:34Z 2021 Journal Article Wang, X., Yuen, K. F., Teo, C. & Wong, Y. D. (2021). Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective. International Journal of Electronic Commerce, 25(2), 230-260. https://dx.doi.org/10.1080/10864415.2021.1887699 1086-4415 https://hdl.handle.net/10356/162469 10.1080/10864415.2021.1887699 2-s2.0-85111280524 2 25 230 260 en International Journal of Electronic Commerce © 2021 Taylor & Francis Group, LLC. All rights reserved.
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
language English
topic Engineering::Civil engineering
E-Commerce
Consumer Logistics
spellingShingle Engineering::Civil engineering
E-Commerce
Consumer Logistics
Wang, Xeuqin
Yuen, Kum Fai
Teo, Chee-Chong
Wong, Yiik Diew
Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
description E-commerce logistics services are increasingly offering innovative solutions that invite consumers’ co-creation. Although value co-creation empowers consumers, it also connotes a sense of exploitation. This study explores the fairness perspective of co-creating satisfactory logistics services, using self-collection service as an example. A theoretical model based on synthesized insights of Fairness Heuristics and Selective Information Processing was conceptualized and validated. Survey data were collected from 680 actual self-collection users. The findings show a three-pronged service evaluation process with consumers’ fairness perception as a central anchorage. Furthermore, the satisfaction formation process is moderated by consumers’ pre-formed beliefs leading to biased evaluations of co-creation experiences. This study contributes to literature with a contingent framework of consumers’ participation in logistics services, suggesting a heuristic-based process of value co-creation among the consumers. We also create practical insights on consumers’ preformed beliefs toward the logistics services and service providers that lead to a biased satisfaction formation process.
author2 School of Civil and Environmental Engineering
author_facet School of Civil and Environmental Engineering
Wang, Xeuqin
Yuen, Kum Fai
Teo, Chee-Chong
Wong, Yiik Diew
format Article
author Wang, Xeuqin
Yuen, Kum Fai
Teo, Chee-Chong
Wong, Yiik Diew
author_sort Wang, Xeuqin
title Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
title_short Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
title_full Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
title_fullStr Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
title_full_unstemmed Online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
title_sort online consumers' satisfaction in self-collection: value co-creation from the service fairness perspective
publishDate 2022
url https://hdl.handle.net/10356/162469
_version_ 1749179190514548736