IDEAS home Printed from https://ideas.repec.org/a/spr/joamsc/v50y2022i3d10.1007_s11747-022-00837-y.html
   My bibliography  Save this article

Consumer resource integration and service innovation in social commerce: the role of social media influencers

Author

Listed:
  • Yao Wu

    (Sun Yat-sen University)

  • Satish Nambisan

    (Case Western Reserve University)

  • Jinghua Xiao

    (Sun Yat-sen University)

  • Kang Xie

    (Sun Yat-sen University)

Abstract

Social media technologies have given rise to influencers who shape the purchasing behaviors of their followers (peer consumers), thus enabling consumer-initiated social commerce. However, few studies have explored how social media influencers, and more broadly, consumers, actively integrate resources to engage in service innovation in social commerce. This qualitative study (involving two firms and their influencers) examines the emerging roles of social media influencers and their resource integration behaviors in service innovation. Drawing on the service-dominant logic and the technology affordance theory, the study advances a framework that identifies the resource integration behaviors that underlie two primary roles of influencers—communicator and innovator—and explains how social media technology affordances facilitate these behaviors, and thereby, the ensuing innovation outcomes. By focusing on the technology-mediated processes of social media influencers’ engagement in service innovation, we contribute to research and practice in consumer-led service innovation in the emerging digital world.

Suggested Citation

  • Yao Wu & Satish Nambisan & Jinghua Xiao & Kang Xie, 2022. "Consumer resource integration and service innovation in social commerce: the role of social media influencers," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 429-459, May.
    • Handle: RePEc:spr:joamsc:v:50:y:2022:i:3:d:10.1007_s11747-022-00837-y
    DOI: 10.1007/s11747-022-00837-y
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11747-022-00837-y
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11747-022-00837-y?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Eric von Hippel, 1986. "Lead Users: A Source of Novel Product Concepts," Management Science, INFORMS, vol. 32(7), pages 791-805, July.
    2. Pee, L.G., 2018. "Affordances for sharing domain-specific and complex knowledge on enterprise social media," International Journal of Information Management, Elsevier, vol. 43(C), pages 25-37.
    3. Erz, Antonia & Heeris Christensen, Anna-Bertha, 2018. "Transforming Consumers Into Brands: Tracing Transformation Processes of the Practice of Blogging," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 69-82.
    4. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    5. Jeff S. Johnson & Ravipreet S. Sohi, 2016. "Understanding and resolving major contractual breaches in buyer–seller relationships: a grounded theory approach," Journal of the Academy of Marketing Science, Springer, vol. 44(2), pages 185-205, March.
    6. Samer Faraj & Sirkka L. Jarvenpaa & Ann Majchrzak, 2011. "Knowledge Collaboration in Online Communities," Organization Science, INFORMS, vol. 22(5), pages 1224-1239, October.
    7. Shwartz-Asher, Daphna & Chun, Soon & Adam, Nabil R. & Snider, Keren LG., 2020. "Knowledge sharing behaviors in social media," Technology in Society, Elsevier, vol. 63(C).
    8. Cabiddu, Francesca & Carlo, Manuela De & Piccoli, Gabriele, 2014. "Social media affordances: Enabling customer engagement," Annals of Tourism Research, Elsevier, vol. 48(C), pages 175-192.
    9. Yi, Youjae & Gong, Taeshik, 2013. "Customer value co-creation behavior: Scale development and validation," Journal of Business Research, Elsevier, vol. 66(9), pages 1279-1284.
    10. Witell, Lars & Snyder, Hannah & Gustafsson, Anders & Fombelle, Paul & Kristensson, Per, 2016. "Defining service innovation: A review and synthesis," Journal of Business Research, Elsevier, vol. 69(8), pages 2863-2872.
    11. Darren W. Dahl & Christoph Fuchs & Martin Schreier, 2015. "Why and When Consumers Prefer Products of User-Driven Firms: A Social Identification Account," Management Science, INFORMS, vol. 61(8), pages 1978-1988, August.
    12. Qi Song & Yi Wang & Yang Chen & Jose Benitez & Jiang Hu, 2019. "Impact of the usage of social media in the workplace on team and employee performance," Post-Print hal-02159305, HAL.
    13. Shao, Zhen & Pan, Zhengyuan, 2019. "Building Guanxi network in the mobile social platform: A social capital perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 109-120.
    14. Brown, Genavee & Michinov, Nicolas, 2019. "Measuring latent ties on Facebook: A novel approach to studying their prevalence and relationship with bridging social capital," Technology in Society, Elsevier, vol. 59(C).
    15. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    16. Per Carlborg & Daniel Kindström & Christian Kowalkowski, 2014. "The evolution of service innovation research: a critical review and synthesis," The Service Industries Journal, Taylor & Francis Journals, vol. 34(5), pages 373-398, March.
    17. Xiaoqing Jing & Jinhong Xie, 2011. "Group Buying: A New Mechanism for Selling Through Social Interactions," Management Science, INFORMS, vol. 57(8), pages 1354-1372, August.
    18. Fangfang Li & Jorma Larimo & Leonidas C. Leonidou, 2021. "Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 51-70, January.
    19. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    20. Chen, Zhen-Yu & Fan, Zhi-Ping & Sun, Minghe, 2019. "Individual-level social influence identification in social media: A learning-simulation coordinated method," European Journal of Operational Research, Elsevier, vol. 273(3), pages 1005-1015.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ioanna Giannoukou, 2024. "Revolutionizing Hospitality: Strategic Integration of Innovation Management Embracing Technological Innovation for Enhanced Customer Experiences," Technium Business and Management, Technium Science, vol. 7(1), pages 24-39.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    2. Shan, Wei & Qiao, Tong & Zhang, Mingli, 2020. "Getting more resources for better performance: The effect of user-owned resources on the value of user-generated content," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    3. Qinhai Ma & Mengyi Li & Guanghui Shi & Tianshu Zhou, 2023. "The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic," SN Business & Economics, Springer, vol. 3(11), pages 1-22, November.
    4. Jukka Ojasalo & Katri Ojasalo, 2018. "Lean Service Innovation," Service Science, INFORMS, vol. 10(1), pages 25-39, March.
    5. Linda D. Hollebeek & Moira K. Clark & Wafa Hammedi & René Arvola, 2021. "Cocreated brand value: theoretical model and propositions," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 413-428, July.
    6. Deszczyński Bartosz, 2017. "Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 53(4), pages 93-114, December.
    7. Katsifaraki, Georgia D. & Theodosiou, Marios, 2020. "How different (dis)engagement behaviors affect performance within an e-market ecosystem: A longitudinal analysis," Journal of Business Research, Elsevier, vol. 121(C), pages 578-591.
    8. Lin, Xiaolin & Kishore, Rajiv, 2021. "Social media-enabled healthcare: A conceptual model of social media affordances, online social support, and health behaviors and outcomes," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    9. Muninger, Marie-Isabelle & Mahr, Dominik & Hammedi, Wafa, 2022. "Social media use: A review of innovation management practices," Journal of Business Research, Elsevier, vol. 143(C), pages 140-156.
    10. Beibei Dong & K. Sivakumar, 2017. "Customer participation in services: domain, scope, and boundaries," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 944-965, November.
    11. Christian Bartelheimer, Philipp zur Heiden, Hedda Lüttenberg, Daniel Beverungen, 2021. "Systematizing the Lexicon of Platforms in Information Systems: A Data-Driven Study," Working Papers Dissertations 79, Paderborn University, Faculty of Business Administration and Economics.
    12. Natalia Levina & Manuel Arriaga, 2014. "Distinction and Status Production on User-Generated Content Platforms: Using Bourdieu’s Theory of Cultural Production to Understand Social Dynamics in Online Fields," Information Systems Research, INFORMS, vol. 25(3), pages 468-488, September.
    13. Smith, Claudia & Smith, J. Brock & Shaw, Eleanor, 2017. "Embracing digital networks: Entrepreneurs' social capital online," Journal of Business Venturing, Elsevier, vol. 32(1), pages 18-34.
    14. Christian Narh Opata & Wen Xiao & Angela Abena Nusenu & Stephen Tetteh & Tettey-Wayo John Narh, 2020. "Customer Value Co-Creation in the Automobile Industry: Antecedents, Satisfaction, and Moderation," SAGE Open, , vol. 10(3), pages 21582440209, August.
    15. Griffith, David A. & Lee, Hannah S. & Yalcinkaya, Goksel, 2023. "Understanding the relationship between the use of social media and the prevalence of anxiety at the country level: a multi-country examination," International Business Review, Elsevier, vol. 32(4).
    16. Felicitas Evangelista & Maria Estela Varua & Vivienne Saverimuttu & Rina Datt & Hugh Pattinson & Karina Wardle & Anna Evangelista, 2022. "Antecedents and Outcomes of Service Co-Creation in the Sharing Economy," SAGE Open, , vol. 12(2), pages 21582440221, May.
    17. Mandl, Leonhard & Hogreve, Jens, 2020. "Buffering effects of brand community identification in service failures: The role of customer citizenship behaviors," Journal of Business Research, Elsevier, vol. 107(C), pages 130-137.
    18. Maria Antonietta Raimondo & Stefania Farace & Gaetano Nino Miceli, 2018. "User-Generated Systems of Signs and Meanings in Product Customization: Taxonomies and Research Directions," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2018(2), pages 61-83.
    19. Ye Sang & Eunkyoung Han, 2023. "A win‐win way for corporate and stakeholders to achieve sustainable development: Corporate social responsibility value co‐creation scale development and validation," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(3), pages 1177-1190, May.
    20. Benedict G. C. Dellaert, 2019. "The consumer production journey: marketing to consumers as co-producers in the sharing economy," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 238-254, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:joamsc:v:50:y:2022:i:3:d:10.1007_s11747-022-00837-y. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.