Advertisement

Investigating the Impact of Social Media Commerce Constructs on Social Trust and Customer Value Co-creation: A Theoretical Analysis

  • Raed Salah Algharabat
  • Nripendra P. Rana
  • Ali Abdallah AlalwanEmail author
  • Abdullah Mohammed Baabdullah
Chapter
Part of the Advances in Theory and Practice of Emerging Markets book series (ATPEM)

Abstract

Social media commerce has been one of the fastest-growing areas over recent years. However, only a limited number of studies have addressed the related issues of social media commerce. It was also noticed that extant literature did not explore or link the impact of social commerce constructs on social trust and how this could impact the customer value co-creation. Hence, the current research aims to identify this gap and to propose a conceptual framework that highlights the linkage between social commerce constructs, social trust, and customer value co-creation. In line with this, a number of exploratory interviews were conducted to gain further understanding about how the customer’s perception of customer value co-creation and social trust could be affected by the role of social commerce. Accordingly, the current model proposes that social commerce constructs (second-order; ratings and reviews, recommendations and referrals, and forums and communities) impact social trust, which in turn affects customer value co-creation dimensions (functional value, hedonic value, and social value) in social network sites (SNSs). Theoretical and practical implications are provided.

Keywords

Social media commerce Trust Value co-creation 

References

  1. Ahmad, S. N., & Laroche, M. (2017). Analyzing electronic word of mouth: A social commerce construct. International Journal of Information Management, 37(3), 202–213.CrossRefGoogle Scholar
  2. Alalwan, A. A. (2018). Investigating the impact of social media advertising features on customer purchase intention. International Journal of Information Management, 42, 65–77.CrossRefGoogle Scholar
  3. Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118–139.CrossRefGoogle Scholar
  4. Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99–110.CrossRefGoogle Scholar
  5. Alalwan, A. A., Baabdullah, A. M., Rana, N. P., Dwivedi, Y. K., Hudaib, F., & Shammout, A. (2018a). Examining the factors affecting behavioural intention to adopt mobile health in Jordan. In Conference on e-Business, e-Services and e-Society (pp. 459–467). Cham: Springer.Google Scholar
  6. Alalwan, A. A., Baabdullah, A. M., Rana, N. P., Tamilmani, K., & Dwivedi, Y. K. (2018b). Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust. Technology in Society, 55, 100–110.CrossRefGoogle Scholar
  7. Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Algharabat, R. (2018c). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40, 125–138.CrossRefGoogle Scholar
  8. Algharabat, R. S. (2017). Linking social media marketing activities with brand love: The mediating role of self-expressive brands. Kybernetes, 46(10), 1801–1819.CrossRefGoogle Scholar
  9. Algharabat, R. S. (2018). The role of telepresence and user engagement in co-creation value and purchase intention: Online retail context. Journal of Internet Commerce, 17(1), 1–25.CrossRefGoogle Scholar
  10. Algharabat, R., Rana, N. P., Dwivedi, Y. K., Alalwan, A. A., & Qasem, Z. (2018). The effect of telepresence, social presence and involvement on consumer brand engagement: An empirical study of non-profit organizations. Journal of Retailing and Consumer Services, 40, 139–149.CrossRefGoogle Scholar
  11. Aljifri, H. A., Pons, A., & Collins, D. (2003). Global e-commerce: A framework for understanding and overcoming the trust barrier. Information Management and Computer Security, 11(3), 130–138.CrossRefGoogle Scholar
  12. Aswani, R., Kar, A. K., Ilavarasan, P. V., & Dwivedi, Y. K. (2018). Search engine marketing is not all gold: Insights from Twitter and SEOClerks. International Journal of Information Management, 38(1), 107–116.CrossRefGoogle Scholar
  13. Baabdullah, A. M. (2018a). Consumer adoption of Mobile Social Network Games (M-SNGs) in Saudi Arabia: The role of social influence, hedonic motivation and trust. Technology in Society, 53, 91–102.CrossRefGoogle Scholar
  14. Baabdullah, A. M. (2018b). Factors influencing adoption of mobile social network games (M-SNGs): The role of awareness. Information Systems Frontiers, 1–17.  https://doi.org/10.1007/s10796-018-9868-1.
  15. Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38–52.CrossRefGoogle Scholar
  16. Chu, S. C., & Choi, S. M. (2011). Electronic word-of-mouth in social networking sites: A cross-cultural study of the United States and China. Journal of Global Marketing, 24(3), 263–281.CrossRefGoogle Scholar
  17. Curty, R. G., & Zhang, P. (2013). Website features that gave rise to social commerce: A historical analysis. Electronic Commerce Research and Applications, 12(4), 260–279.CrossRefGoogle Scholar
  18. Dabholkar, P. A., & Sheng, X. (2012). Consumer participation in using online recommendation agents: Effects on satisfaction, trust, and purchase intentions. The Service Industries Journal, 32(9), 1433–1449.CrossRefGoogle Scholar
  19. Dholakia, U. M., Bagozzi, R. P., & Pearo, L. K. (2004). A social influence model of consumer participation in network-and small-group-based virtual communities. International Journal of Research in Marketing, 21(3), 241–263.CrossRefGoogle Scholar
  20. Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137.CrossRefGoogle Scholar
  21. Durugbo, C., & Pawar, K. (2014). A unified model of the co-creation process. Expert Systems with Applications, 41(9), 4373–4387.CrossRefGoogle Scholar
  22. Dwivedi, Y. K., Kapoor, K. K., & Chen, H. (2015). Social media marketing and advertising. The Marketing Review, 15(3), 289–309.CrossRefGoogle Scholar
  23. Do-Hyung, P., Jumin, L. & Ingoo, H. (2007) The effect of on-line consumer reviews on consumer purchasing intention: the moderating role of involvement. International Journal of Electronic Commerce, 11, 4, pp. 125–148.Google Scholar
  24. Foster, M. K., Francescucci, A., & West, B. C. (2010). Why users participate in online social networks. International Journal of e-Business Management, 4(1), 3.CrossRefGoogle Scholar
  25. Gensler, S., Völckner, F., Liu-Thompkins, Y., & Wiertz, C. (2013). Managing brands in the social media environment. Journal of Interactive Marketing, 27(4), 242–256.CrossRefGoogle Scholar
  26. Grazioli, S., & Jarvenpaa, S. L. (2000). Perils of Internet fraud: An empirical investigation of deception and trust with experienced Internet consumers. IEEE Transactions on Systems, Man, and Cybernetics-Part A: Systems and Humans, 30(4), 395–410.CrossRefGoogle Scholar
  27. Grönroos, C. (2008). Service logic revisited: Who creates value? And who co-creates? European Business Review, 20(4), 298–314.CrossRefGoogle Scholar
  28. Gutierrez, A., O’Leary, S., Rana, N. P., Dwivedi, Y. K., & Calle, T. (2019). Using privacy calculus theory to explore entrepreneurial directions in mobile location-based advertising: Identifying intrusiveness as the critical risk factor. Computers in Human Behavior, 95, 295.  https://doi.org/10.1016/j.chb.2018.09.015.CrossRefGoogle Scholar
  29. Hajli, N. (2015). Social commerce constructs and consumer’s intention to buy. International Journal of Information Management, 35(2), 183–191.CrossRefGoogle Scholar
  30. Han, B. O., & Windsor, J. (2011). User’s willingness to pay on social network sites. Journal of Computer Information Systems, 51(4), 31–40.Google Scholar
  31. Han, S. Y., Kim, Y. W., & Lee, B. G. (2011). The effects of characteristics of social commerce on purchase intention-Focusing on the moderating effect of social network service. Journal of Internet Computing and Services, 12(6), 171–187.Google Scholar
  32. Huang, Z., & Benyoucef, M. (2013). From e-commerce to social commerce: A close look at design features. Electronic Commerce Research and Applications, 12(4), 246–259.CrossRefGoogle Scholar
  33. Jahn, B., & Kunz, W. (2012). How to transform consumers into fans of your brand. Journal of Service Management, 23(3), 344–361.CrossRefGoogle Scholar
  34. Kamboj, S., Sarmah, B., Gupta, S., & Dwivedi, Y. (2018). Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response. International Journal of Information Management, 39, 169–185.CrossRefGoogle Scholar
  35. Kao, T. Y., Yang, M. H., Wu, J. T. B., & Cheng, Y. Y. (2016). Co-creating value with consumers through social media. Journal of Services Marketing, 30(2), 141–151.CrossRefGoogle Scholar
  36. Kapoor, K. K., Tamilmani, K., Rana, N. P., Patil, P., Dwivedi, Y. K., & Nerur, S. (2018). Advances in social media research: Past, present and future. Information Systems Frontiers, 20(3), 531–558.CrossRefGoogle Scholar
  37. Kim, S., & Park, H. (2013). Effects of various characteristics of social commerce (s-commerce) on consumers’ trust and trust performance. International Journal of Information Management, 33(2), 318–332.CrossRefGoogle Scholar
  38. Kuo, Y. F., & Feng, L. H. (2013). Relationships among community interaction characteristics, perceived benefits, community commitment, and oppositional brand loyalty in online brand communities. International Journal of Information Management, 33(6), 948–962.CrossRefGoogle Scholar
  39. Lee, M. R., Yen, D. C., & Hsiao, C. Y. (2014). Understanding the perceived community value of Facebook users. Computers in Human Behavior, 35, 350–358.CrossRefGoogle Scholar
  40. Li, C. Y. (2019). How social commerce constructs influence customers’ social shopping intention? An empirical study of a social commerce website. Technological Forecasting and Social Change, 144, 282.  https://doi.org/10.1016/j.techfore.2017.11.026.CrossRefGoogle Scholar
  41. Liang, T. P., Ho, Y. T., Li, Y. W., & Turban, E. (2011). What drives social commerce: The role of social support and relationship quality. International Journal of Electronic Commerce, 16(2), 69–90.CrossRefGoogle Scholar
  42. Lin, K. Y., & Lu, H. P. (2011). Why people use social networking sites: An empirical study integrating network externalities and motivation theory. Computers in Human Behavior, 27(3), 1152–1161.CrossRefGoogle Scholar
  43. Lin, X., Li, Y., & Wang, X. (2017). Social commerce research: Definition, research themes and the trends. International Journal of Information Management, 37(3), 190–201.CrossRefGoogle Scholar
  44. Lu, Y., Zhao, L., & Wang, B. (2010). From virtual community members to C2C e-commerce buyers: Trust in virtual communities and its effect on consumers’ purchase intention. Electronic Commerce Research and Applications, 9(4), 346–360.CrossRefGoogle Scholar
  45. Manika, D., Papagiannidis, S., & Bourlakis, M. (2017). Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers. International Journal of Information Management, 37(3), 214–228.CrossRefGoogle Scholar
  46. Mutz, D. C. (2005). Social trust and e-commerce: Experimental evidence for the effects of social trust on individuals’ economic behavior. Public Opinion Quarterly, 69(3), 393–416.CrossRefGoogle Scholar
  47. Pagani, M., & Mirabello, A. (2011). The influence of personal and social-interactive engagement in social TV web sites. International Journal of Electronic Commerce, 16(2), 41–68.CrossRefGoogle Scholar
  48. Park, C. (2002). A qualitative study of factors influencing on consumer trust in B-to-C electronic commerce. Journal of Consumer Studies, 13(2), 207–234.Google Scholar
  49. Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14.CrossRefGoogle Scholar
  50. Rana, N. P., Barnard, D. J., Baabdullah, A. M., Rees, D., & Roderick, S. (2019). Exploring barriers of m-commerce adoption in SMEs in the UK: Developing a framework using ISM. International Journal of Information Management, 44, 141–153.CrossRefGoogle Scholar
  51. Richard, J. E., & Guppy, S. (2014). Facebook: Investigating the influence on consumer purchase intention. Asian Journal of Business Research, 4(2), 1–10.CrossRefGoogle Scholar
  52. Ridings, C. M., Gefen, D., & Arinze, B. (2002). Some antecedents and effects of trust in virtual communities. The Journal of Strategic Information Systems, 11(3-4), 271–295.CrossRefGoogle Scholar
  53. Rothstein, B., & Uslaner, E. M. (2005). All for all: Equality, corruption, and social trust. World Politics, 58(1), 41–72.CrossRefGoogle Scholar
  54. Roy, P. K., Singh, J. P., Baabdullah, A. M., Kizgin, H., & Rana, N. P. (2018). Identifying reputation collectors in community question answering (CQA) sites: Exploring the dark side of social media. International Journal of Information Management, 42, 25–35.CrossRefGoogle Scholar
  55. Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272.CrossRefGoogle Scholar
  56. Saumya, S., Singh, J. P., Baabdullah, A. M., Rana, N. P., & Dwivedi, Y. K. (2018). Ranking online consumer reviews. Electronic Commerce Research and Applications, 29, 78–89.CrossRefGoogle Scholar
  57. Schau, H. J., Muñiz, A. M., Jr., & Arnould, E. J. (2009). How brand community practices create value. Journal of Marketing, 73(5), 30–51.CrossRefGoogle Scholar
  58. Shareef, M. A., Dwivedi, Y. K., Kumar, V., & Kumar, U. (2017). Content design of advertisement for consumer exposure: Mobile marketing through short messaging service. International Journal of Information Management, 37(4), 257–268.CrossRefGoogle Scholar
  59. Shareef, M. A., Baabdullah, A., Dutta, S., Kumar, V., & Dwivedi, Y. K. (2018a). Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages. Journal of Retailing and Consumer Services, 43, 54–67.CrossRefGoogle Scholar
  60. Shareef, M. A., Dwivedi, Y. K., Kumar, V., Davies, G., Rana, N., & Baabdullah, A. (2018b). Purchase intention in an electronic commerce environment: A trade-off between controlling measures and operational performance. Information Technology and People.  https://doi.org/10.1108/ITP-05-2018-0241.
  61. Shareef, M. A., Mukerji, B., Alryalat, M. A. A., Wright, A., & Dwivedi, Y. K. (2018c). Advertisements on Facebook: Identifying the persuasive elements in the development of positive attitudes in consumers. Journal of Retailing and Consumer Services, 43, 258–268.CrossRefGoogle Scholar
  62. Shareef, M. A., Mukerji, B., Dwivedi, Y. K., Rana, N. P., & Islam, R. (2019). Social media marketing: Comparative effect of advertisement sources. Journal of Retailing and Consumer Services, 46, 58–69.CrossRefGoogle Scholar
  63. Shiau, W. L., Dwivedi, Y. K., & Yang, H. S. (2017). Co-citation and cluster analyses of extant literature on social networks. International Journal of Information Management, 37(5), 390–399.CrossRefGoogle Scholar
  64. Shiau, W. L., Dwivedi, Y. K., & Lai, H. H. (2018). Examining the core knowledge on facebook. International Journal of Information Management, 43, 52–63.CrossRefGoogle Scholar
  65. So, K. K. F., King, C., & Sparks, B. (2014). Customer engagement with tourism brands: Scale development and validation. Journal of Hospitality and Tourism Research, 38(3), 304–329.CrossRefGoogle Scholar
  66. Stephen, A. T., & Toubia, O. (2010). Deriving value from social commerce networks. Journal of Marketing Research, 47(2), 215–228.CrossRefGoogle Scholar
  67. Swamynathan, G., Wilson, C., Boe, B., Almeroth, K., & Zhao, B. Y. (2008). Do social networks improve e-commerce?: A study on social marketplaces. In Proceedings of the First Workshop on Online Social Networks (pp. 1–6). Seattle: ACM.Google Scholar
  68. Tajvidi, M., Wang, Y., Hajli, N., & Love, P. E. (2017). Brand value Co-creation in social commerce: The role of interactivity, social support, and relationship quality. Computers in Human Behavior.  https://doi.org/10.1016/j.chb.2017.11.006.
  69. Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), 695–704.CrossRefGoogle Scholar
  70. Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.CrossRefGoogle Scholar
  71. Wallace, E., Buil, I., & de Chernatony, L. (2017). Consumers’ self-congruence with a “liked” brand: Cognitive network influence and brand outcomes. European Journal of Marketing, 51(2), 367–390.CrossRefGoogle Scholar
  72. Wang, C., & Zhang, P. (2012). The evolution of social commerce: The people, management, technology, and information dimensions. Communications of the Association for Information Systems, 31(5), 1–23.Google Scholar
  73. Wu, W. Y., & Sukoco, B. M. (2010). Why should I share? Examining consumers’ motives and trust on knowledge sharing. Journal of Computer Information Systems, 50(4), 11–19.Google Scholar
  74. Yang, Y., Asaad, Y., & Dwivedi, Y. (2017). Examining the impact of gamification on intention of engagement and brand attitude in the marketing context. Computers in Human Behavior, 73, 459–469.CrossRefGoogle Scholar
  75. You, J. S. (2012). Social trust: Fairness matters more than homogeneity. Political Psychology, 33(5), 701–721.CrossRefGoogle Scholar
  76. Yu, J., Zo, H., Kee Choi, M., Ciganek, P., & A. (2013). User acceptance of location-based social networking services: An extended perspective of perceived value. Online Information Review, 37(5), 711–730.CrossRefGoogle Scholar
  77. Zhang, M., Guo, L., Hu, M., & Liu, W. (2017). Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation. International Journal of Information Management, 37(3), 229–240.CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Raed Salah Algharabat
    • 1
  • Nripendra P. Rana
    • 2
  • Ali Abdallah Alalwan
    • 3
    Email author
  • Abdullah Mohammed Baabdullah
    • 4
  1. 1.Department of Management and Marketing, College of Business and EconomicsQatar UniversityDohaQatar
  2. 2.School of ManagementUniversity of BradfordSwanseaUK
  3. 3.Amman College of Banking and Financial SciencesAl-Balqa Applied UniversityAmmanJordan
  4. 4.Department of Management Information Systems, Faculty of Economics and AdministrationKing Abdulaziz UniversityJeddahSaudi Arabia

Personalised recommendations