Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Effects of firm presence in customer-owned touch points: A self-determination perspective
Stockholm University, Faculty of Social Sciences, Stockholm Business School, Marketing.
Stockholm University, Faculty of Social Sciences, Stockholm Business School, Marketing.ORCID iD: 0000-0002-9912-2424
2021 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 130, p. 473-481Article in journal (Refereed) Published
Abstract [en]

Customer-owned touch points have emerged as a central context for customers to consume, contribute, and create content while interacting with one another on social media. Research on how firms’ attempts to intervene in such forums affect customers’ experience supremacy is still in its infancy. This study attempts to address this limitation, suggesting a framework for understanding firms’ impact on customer experience in customer-owned forums. Towards this aim, we adopt self-determination theory as a theoretical lens, and, empirically draw on interview material gleaned from customer-owned touch point users. The results show that companies’ attempt to control the discussions in such forums may have a negative impact on customers' experiences when it undermines their sense of autonomy, relatedness, and competence. However, firms’ intervention is welcome when the intention is to add value, enabling customers to retain or enhance their feeling of self-efficacy and social esteem.

Place, publisher, year, edition, pages
2021. Vol. 130, p. 473-481
Keywords [en]
Customer-owned touch points, Customer engagement, Customer experience, Self-determination theory
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:su:diva-179785DOI: 10.1016/j.jbusres.2019.12.044ISI: 000648658800014OAI: oai:DiVA.org:su-179785DiVA, id: diva2:1412603
Available from: 2020-03-06 Created: 2020-03-06 Last updated: 2022-02-26Bibliographically approved

Open Access in DiVA

fulltext(1039 kB)1251 downloads
File information
File name FULLTEXT01.pdfFile size 1039 kBChecksum SHA-512
00db1690c24ceacce9657a72f3804836f6de03a9aafbd6251e6941b02382d51b74601da4f41da2b3368001b858124b9029cbb2ece7a358f38b7c869de164fdd0
Type fulltextMimetype application/pdf

Other links

Publisher's full text

Authority records

Yakhlef, AliNordin, Fredrik

Search in DiVA

By author/editor
Yakhlef, AliNordin, Fredrik
By organisation
Marketing
In the same journal
Journal of Business Research
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 1251 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 394 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf