Enhancing Consumer Value Co-Creation Through Social Commerce Features in China’s Retail Industry

Li Meiyi, Ree Chan Ho, Muslim Amin, Nelvin XeChung Leow
Interdisciplinary Journal of Information, Knowledge, and Management  •  Volume 18  •  2023  •  pp. 407-434

Based on the stimulus-organism-response (SOR) model, the current study investigated social commerce functions as an innovative retailing technological support by selecting the three most appropriate features for the Chinese online shopping environment with respective value co-creation intentions.

Social commerce is the customers’ online shopping touchpoint in the latest retail era, which serves as a corporate technological tool to extend specific customer services. Although social commerce is a relatively novel platform, limited theoretical attention was provided to determine retailers’ approaches in employing relevant functions to improve consumer experience and value co-creation.

A questionnaire was distributed to Chinese customers, with 408 valid questionnaires being returned and analyzed through Structural Equation Modeling (SEM).

The current study investigated the new retail concept and value co-creation from the consumer’s perspective by developing a theoretical model encompassing new retail traits and consumer value, which contributed to an alternative theoretical understanding of value creation, marketing, and consumer behaviour in the new retail business model.

The results demonstrated that value co-creation intention was determined by customer experience, hedonic experience, and trust. Simultaneously, the three factors were significantly influenced by interactivity, personalisation, and sociability features. Specifically, customers’ perceptions of the new retail idea and the consumer co-creation value were examined. Resultantly, this study constructed a model bridging new retail characteristics with consumer value.

Nonetheless, past new retail management practice studies mainly focused on superficial happiness in the process of human-computer interaction, which engendered a computer system design solely satisfying consumers’ sensory stimulation and experience while neglecting consumers’ hidden value demands. As such, a shift from the subjective perspective to the realisation perspective is required to express and further understand the actual meaning and depth of consumer happiness.

New retailers could incorporate social characteristics on social commerce platforms to improve the effectiveness of marketing strategies while increasing user trust to generate higher profitability.

The new retail enterprises should prioritise consumers’ acquisition of happiness meaning and deep experience through self-realisation, cognitive improvement, identity identification, and other aspects of consumer experiences and purchase processes. By accurately revealing and matching consumers’ fundamental perspectives, new retailers could continuously satisfy consumer requirements in optimally obtaining happiness.

Future comparative studies could be conducted on diverse companies within the same industry for comprehensive findings. Moreover, other underlying factors with significant influences, such as social convenience, group cognitive ability, individual family environment, and other external stimuli were not included in the present study examinations.

new retail, social commerce features, consumer value co-creation, stimulus-organism-response (SOR) model
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