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Service-driven social community and its relation to well-being

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  • Cindy Yunhsin Chou
  • Soe-Tsyr Yuan

Abstract

This study aims to develop a conceptual framework pertaining to a service-driven social community and its relation to customer well-being. This paper draws on motivations and self-determination theory to expand an existing empowerment framework for a better understanding of how a service provider, which aims at transforming its service offerings to achieve business sustainability, supports for his/her customers' needs in value co-creation in the beginning and over the course of time, which subsequently drive their active engagement in co-creation. The framework reinforces the transformative role of a service to establish a social community to satisfy customers' psychological needs for competence, autonomy and a sense of relatedness. The satisfaction will drive the community to form a collective commitment to shared goals and intercustomer support, which subsequently perpetuates community members' positive experiences of living well. This is accomplished through a case study drawn from the cTaipei platform, where service providers interact with their networks and customers to co-create values in developing a creative Taipei city. This paper contributes to this practice by providing a roadmap for services and customers to be benefited from the proposed service-driven social community framework.

Suggested Citation

  • Cindy Yunhsin Chou & Soe-Tsyr Yuan, 2015. "Service-driven social community and its relation to well-being," The Service Industries Journal, Taylor & Francis Journals, vol. 35(7-8), pages 368-387, May.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:368-387
    DOI: 10.1080/02642069.2015.1015520
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    References listed on IDEAS

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    1. Deepa Narayan, 2005. "Measuring Empowerment : Cross Disciplinary Perspectives," World Bank Publications - Books, The World Bank Group, number 7441.
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    Cited by:

    1. Cindy Yunhsin Chou & Chin Hsiu Huang & Tzu-An Lin, 2018. "Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 663-684, December.
    2. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.
    3. Anne Sorensen & Judy Drennan, 2017. "Understanding value-creating practices in social media-based brand communities," The Service Industries Journal, Taylor & Francis Journals, vol. 37(15-16), pages 986-1007, December.

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