Comportamento de Cocriação de Valor do Consumidor: Adequação da Inserção de uma Variável a um Modelo Proposto

Ricardo Saraiva Frio, Vinícius Sittoni Brasil

Resumo


Frente a importância da cocriação de valor para o marketing, o presente artigo objetivou avaliar a adequação da inserção de uma variável a um modelo proposto. O modelo avaliado é considerado o primeiro esforço para medir o comportamento de cocriação de valor do consumidor. Considerou-se a ausência de uma variável que abordasse a interação dos consumidores na internet. Para atingir os objetivos propostos, uma pesquisa survey respondida por 249 estudantes foi realizada. Os dados foram analisados com base em técnicas de modelagens de equações estruturais. Os resultados apontam a existência de confiabilidade, validade convergente e discriminante. A variável testada apresentou adequação ao modelo original. Futuros pesquisadores devem considerar a utilização do novo modelo, ou eventuais ajustes.


Texto completo:

PDF

Referências


Arvidsson, A. (2011). Ethics and value in customer co-production. Marketing Theory, 11(3), 261-278.

Ballantyne, D., Williams, J., & Aitken, R. (2011). Introduction to service-dominant logic: From propositions to practice. Industrial Marketing Management, 40(2), 179-180.

Becker, J. M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: guidelines for using reflective-formative type models.Long Range Planning, 45(5), 359-394.

Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14-28.

Bettencourt, L. A. (1997). Customer voluntary performance: customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.

Bitner, M. J. (2014). Editorial A Vision for the Future of the Journal of Service Research (JSR). Journal of Service Research, 17(1), 3-4.

Brambilla, F. R., & Damacena, C. (2012). Lógica Dominante do serviço em marketing: estudo dos conceitos e premissas aplicados à educação superior privada na perspectiva docente. Revista Brasileira de Marketing e-ISSN: 2177-5184, 10(3), 151-176.

Chan, K. W., Yim, C. K., & Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48-64.

Cossio-Silva, F. C., Revilla-Camacho, M. R., & Veja-Vázquez, M. V. (2013). Heterogeneity of customers of personal image services: a segmentation based on value co-creation. International Entrepreneurship and Management Journal, 9(4), 619-630.

Day, G. S., Deighton, J., Narayandas, D., Gummesson, E., Hunt, S. D., Prahalad, C. K., ... & Shugan, S. M. (2004). Invited commentaries on “evolving to a new dominant logic for marketing”. Journal of Marketing, 68(1), 18-27.

Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123-137.

Duhachek, A., Coughlan, A. T., & Iacobucci, D. (2005). Results on the standard error of the coefficient alpha index of reliability. Marketing Science,24(2), 294-301.

Dunn, S. C., Seaker, R. F., & Waller, M. A. (1994). Latent variables in business logistics research: scale development and validation. Journal of Business Logistics, 15, 145-145.

Edwards, J. R., & Bagozzi, R. P. (2000). On the nature and direction of relationships between constructs and measures. Psychological Methods,5(2), 155.

Ennew, C. T., & Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research, 46(2), 121-132.

Fang, E. (2008). Customer participation and the trade-off between new product innovativeness and speed to market. Journal of Marketing, 72(4), 90-104.

Fang, E., Palmatier, R. W., & Evans, K. R. (2008). Influence of customer participation on creating and sharing of new product value. Journal of the Academy of Marketing Science, 36(3), 322-336.

Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 440-452.

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.

Frio, R. S. (2014). Comportamento de cocriação de valor do consumidor: moderação e consequências. Dissertação de mestrado, Pontifícia Universidade Católica do Rio Grande do Sul, Porto Alegre, RS, Brasil.

Frio, R. S., & Brasil, V. S. (2016). Comportamento de cocriação de valor do consumidor como antecedente da satisfação e lealdade. REGE-Revista de Gestão, 23(2), 135-147.

Frow, P., & Payne, A. (2011). A stakeholder perspective of the value proposition concept. European Journal of Marketing, 45(1/2), 223-240.

Fyrberg, A., & Jüriado, R. (2009). What about interaction? Networks and brands as integrators within service-dominant logic. Journal of Service Management, 20(4), 420-432.

Grönroos, C. (2008). Service logic revisited: who creates value? And who co-creates?. European Business Review, 20(4), 298-314.

Grönroos, C., & Helle, P. (2010). Adopting a service logic in manufacturing: Conceptual foundation and metrics for mutual value creation. Journal of Service Management, 21(5), 564-590.

Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133-150.

Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7-27.

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Análise multivariada de dados. Bookman.

Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2013). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.

Helkkula, A., Kelleher, C., & Pihlström, M. (2012). Characterizing value as an experience: implications for service researchers and managers. Journal of Service Research, 15(1), 59-75.

Hibbert, S., Winklhofer, H., & Temerak, M. S. (2012). Customers as resource integrators: toward a model of customer learning. Journal of Service Research, 15(3), 247-261.

Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791-824.

Malhotra, N. K. (2006). Pesquisa de marketing: uma orientação aplicada. Bookman.

McColl-Kennedy, J. R., Vargo, S. L., Dagger, T. S., Sweeney, J. C., & van Kasteren, Y. (2012). Health care customer value cocreation practice styles. Journal of Service Research, 15(4), 370-389.

Nambisan, S., & Baron, R. A. (2009). Virtual customer environments: testing a model of voluntary participation in value co‐creation activities. Journal of Product Innovation Management, 26(4), 388-406.

Ngo, L. V., & O'Cass, A. (2013). Innovation and business success: The mediating role of customer participation. Journal of Business Research,66(8), 1134-1142.

Olsen, S. O., & Mai, H. T. X. (2013). Consumer participation: The case of home meal preparation. Psychology & Marketing, 30(1), 1-11.

Ordanini, A., & Parasuraman, A. (2011). Service innovation viewed through a service-dominant logic lens: a conceptual framework and empirical analysis. Journal of Service Research, 13(1), 3-23.

Organ, D. W. (1997). Organizational citizenship behavior: It's construct clean-up time. Human Performance, 10(2), 85-97.

Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V., ... & Rabinovich, E. (2010). Moving forward and making a difference: research priorities for the science of service. Journal of Service Research, 13(1), 4-36.

Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96.

Pongsakornrungsilp, S., & Schroeder, J. E. (2011). Understanding value co-creation in a co-consuming brand community. Marketing Theory, 11(3), 303-324.

Prahalad, C. K., & Ramaswamy, V. (2002). The co-creation connection. Strategy and Business, 50-61.

Prahalad, C. K., & Ramaswamy, V. (2004a). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5-14.

Prahalad, C. K., & Ramaswamy, V. (2004b). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4-9.

Ranjan, K. R., & Read, S. (2014). Value co-creation: concept and measurement. Journal of the Academy of Marketing Science, 1-26.

Ramaswamy, V. (2011). It's about human experiences… and beyond, to co-creation. Industrial Marketing Management, 40(2), 195-196.

Ramaswamy, V., & Gouillart, F. J. (2010). The power of co-creation: Build it with them to boost growth, productivity, and profits. Simon and Schuster.

Read, S., & Sarasvathy, S. D. (2012). Co-creating a course ahead from the intersection of service-dominant logic and effectuation. Marketing Theory,12(2), 225-229.

Revilla, M. A., Saris, W. E., & Krosnick, J. A. (2013). Choosing the number of categories in agree–disagree scales. Sociological Methods & Research, 43(1), 73-97.

Roggeveen, A. L., Tsiros, M., & Grewal, D. (2012). Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?. Journal of the Academy of Marketing Science, 40(6), 771-790.

Rosenbaum, M. S., & Massiah, C. A. (2007). When customers receive support from other customers: exploring the influence of intercustomer social support on customer voluntary performance. Journal of Service Research,9(3), 257-270.

Santos, C., Brasil, V. (2010) Envolvimento do Consumidor em Processos de Desenvolvimento de Produtos: Um Estudo Qualitativo Junto a Empresas de Bens de Consumo. Revista de Administração de Empresas, 50(3), 300-311.

Sawhney, M., Verona, G., & Prandelli, E. (2005). Collaborating to create: The Internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19(4), 4-17.

Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S. (2006). The path to customer centricity. Journal of Service Research, 9(2), 113-124.

Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.

Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.

Weijters, B., Cabooter, E., & Schillewaert, N. (2010). The effect of rating scale format on response styles: The number of response categories and response category labels. International Journal of Research in Marketing,27(3), 236-247.

Wieseke, J., Geigenmüller, A., & Kraus, F. (2012). On the role of empathy in customer-employee interactions. Journal of Service Research, 15(3), 316-331.

Yadav, M. S., & Pavlou, P. A. (2014). Marketing in computer-mediated environments: Research synthesis and new directions. Journal of Marketing,78(1), 20-40.

Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279-1284.

Yim, C. K., Chan, K. W., & Lam, S. S. (2012). Do customers and employees enjoy service participation? Synergistic effects of self-and other-efficacy. Journal of Marketing, 76(6), 121-140.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2014). Marketing de Serviços-: A Empresa com Foco no Cliente. McGraw Hill Brasil.

Zhang, J., Beatty, S. E., & Mothersbaugh, D. (2010). A CIT investigation of other customers' influence in services. Journal of Services Marketing, 24(5), 389-399.




DOI: https://doi.org/10.18256/2237-7956/raimed.v6n2p149-161

Apontamentos

  • Não há apontamentos.




Direitos autorais 2017 Revista de Administração IMED

Revista de Administração IMED (RAIMED)               ISSN: 2237-7956                Programa de Pós-Graduação em Administração (PPGA/Atitus)

Atitus Educação - Business School – www.imed.edu.br – Rua Senador Pinheiro, 304 – Bairro Vila Rodrigues – 99070-220 – Passo Fundo/RS – Brasil Tel.: +55 51 4004-4818

Licença Creative Commons

Esta obra está licenciada com uma Licença Creative Commons Atribuição 4.0 Internacional.