جستجوی مقالات مرتبط با کلیدواژه « محیط آنلاین » در نشریات گروه « مدیریت »

The concept of co-creation has become important today due to the change in the role of customers.Various studies have been conducted in the field of value co-creation, the antecedents and consequences related to it. Due to the variety of results and the lack of clear classification, creating a comprehensive view of these factors is necessary. In this context, the aim of this study is to identify the antecedents and consequences of value co-creation in online environments using a meta-synthesis approach.

In this research, in order to extract valid articles based on a systematic approach, the meta-synthesis method and the seven steps introduced by Sandelowski and Barroso were used. Also, the tool for analyzing the data was thematic analysis in the MAXQDA software.

The results led to the identification of 34 final articles and the analysis of the data collected from these articles in the MAXQDA software resulted in the identification of 53 antecedents as affecting factors in the form of seven components and three general dimensions and 18 consequences of value co-creation in different sectors were in the form of two dimensions. In addition, 25 separate definitions of value co-creation were extracted.

Conclusion:

 Improvement of customer loyalty among the consequences and previous interactive experiences of the customer with the brand among the antecedents of value co-creation were identified as indicators with the highest frequency. Based on the results, various relational, perceptual and experiential factors are well able to shape the fields of value co-creation in online environments.

Consumers’ complaints are a crucial issue for the survival of any companies. This is why it has attracted much attention in services section. Knowing about the reasons and consequences of this issue helps companies to create a marketing philosophy that not only is aligned with consumers’ satisfaction, but also tries to manage and deal with dissatisfaction. This study aims at studying the students’ complaints from university’s services in both online and offline contexts. Therefore the effects of the following factors have been studied and compared: positive attitude toward complaints, the possibility of any deficiency in providing services in future, the amount of dissatisfaction from services. The importance of the context, the probability of success through complaints, personal norms and the value of complaint in complaints’ intention in both online and offline contexts. The data of the research were collected by distributing questionnaires among the students of accounting and management in Qazvin Islamic Azad University. The results showed that the effect of the above-mentioned variables on complains intention is significant except for the value of complaint in offline context. Note that for the value of complaint, there was no significant difference in both contexts. In other word, students are more willing to complain in face to face or through phone calls. In the end, some working recommendations have been offered that would help educational and service companies to satisfy their consumers through appropriate complaint management.