A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era

Purpose: The purpose of this article is to build forth on the e-CRM and SCRM processes of customer relationship management and to propose a consumer-organisation relationships (COR) process, which is indicative of the centrality of consumer co-creation and a post-truth view. A co-creational perspect...

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Detalhes bibliográficos
Autores: Hanekom, Janette, Swart, Christelle
Formato: artículo
Estado:Versión publicada
Fecha de publicación:2023
País:Brasil
Recursos:Universidade Federal de Pernambuco (UFPE)
Repositorio:Consumer Behavior Review
Idioma:inglés
OAI Identifier:oai:oai.periodicos.ufpe.br:article/256886
Acesso em linha:https://periodicos.ufpe.br/revistas/index.php/cbr/article/view/256886
Access Level:acceso abierto
Palavra-chave:co-creation
content co-creation
consumer
post-truth
relationships
cocriação
cocriação de conteúdo
consumidor
pós-verdade
relacionamentos
id BR_ef48c163731b16bf65de899081d09b35
oai_identifier_str oai:oai.periodicos.ufpe.br:article/256886
network_acronym_str BR
network_name_str Brasil
repository_id_str
dc.title.none.fl_str_mv A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
Uma perspectiva cocriacional nas relações consumidor-organização (RCO) em plataformas digitais em uma era pós-verdade
title A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
spellingShingle A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
Hanekom, Janette
co-creation
content co-creation
consumer
post-truth
relationships
cocriação
cocriação de conteúdo
consumidor
pós-verdade
relacionamentos
title_short A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
title_full A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
title_fullStr A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
title_full_unstemmed A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
title_sort A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth era
dc.creator.none.fl_str_mv Hanekom, Janette
Swart, Christelle
author Hanekom, Janette
author_facet Hanekom, Janette
Swart, Christelle
author_role author
author2 Swart, Christelle
author2_role author
dc.subject.por.fl_str_mv co-creation
content co-creation
consumer
post-truth
relationships
cocriação
cocriação de conteúdo
consumidor
pós-verdade
relacionamentos
topic co-creation
content co-creation
consumer
post-truth
relationships
cocriação
cocriação de conteúdo
consumidor
pós-verdade
relacionamentos
description Purpose: The purpose of this article is to build forth on the e-CRM and SCRM processes of customer relationship management and to propose a consumer-organisation relationships (COR) process, which is indicative of the centrality of consumer co-creation and a post-truth view. A co-creational perspective is developed and centralised in the conceptual theoretical framework for consumer-organisation relationships on digital platforms in a post-truth era.Method: The conceptual theoretical research was conducted through a combination of systematic and integrative literature review research designs for the purposes of describing and extending existing literature.Findings: COR confirms the role of consumer co-creation and underlines disinformation as a result of the post-truth era. The proposed co-creational perspective demonstrates prominent considerations of consumer engagement and consumer centralism. Co-creation is indicative of the complexity of managing relationships on digital platforms, due to the centrality of consumer co-creation and a post-truth view. Originality: The article advances knowledge on consumer co-creation in a consumer-organisation relationships process. It further offers new perspectives to customer relationship management in its advancement from e-CRM and SCRM to COR, as viewed from consumer and co-creational perspectives. It is contextualised in a post-truth era with consideration of the role of disinformation in consumer-organisation relationships.
publishDate 2023
dc.date.none.fl_str_mv 2023-06-19
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Systematic and integrative literature review research design
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.ufpe.br/revistas/index.php/cbr/article/view/256886
10.51359/2526-7884.2023.256886
url https://periodicos.ufpe.br/revistas/index.php/cbr/article/view/256886
identifier_str_mv 10.51359/2526-7884.2023.256886
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://periodicos.ufpe.br/revistas/index.php/cbr/article/view/256886/44079
dc.rights.driver.fl_str_mv Copyright (c) 2023 CBR - Consumer Behavior Review
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2023 CBR - Consumer Behavior Review
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal de Pernambuco
publisher.none.fl_str_mv Universidade Federal de Pernambuco
dc.source.none.fl_str_mv CBR - Consumer Behavior Review; Vol. 7 No. 1 (2023): january-december
CBR - Consumer Behavior Review; v. 7 n. 1 (2023): january-december
2526-7884
reponame:Consumer Behavior Review
instname:Universidade Federal de Pernambuco (UFPE)
instacron:UFPE
instname_str Universidade Federal de Pernambuco (UFPE)
instacron_str UFPE
institution UFPE
reponame_str Consumer Behavior Review
collection Consumer Behavior Review
repository.name.fl_str_mv Consumer Behavior Review - Universidade Federal de Pernambuco (UFPE)
repository.mail.fl_str_mv cbr@ufpe.br||periodicos.ufpe@ufpe.br
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spelling A co-creational perspective on consumer-organisation relationships (COR) on digital platforms in a post-truth eraUma perspectiva cocriacional nas relações consumidor-organização (RCO) em plataformas digitais em uma era pós-verdadeco-creationcontent co-creationconsumerpost-truthrelationshipscocriaçãococriação de conteúdoconsumidorpós-verdaderelacionamentosPurpose: The purpose of this article is to build forth on the e-CRM and SCRM processes of customer relationship management and to propose a consumer-organisation relationships (COR) process, which is indicative of the centrality of consumer co-creation and a post-truth view. A co-creational perspective is developed and centralised in the conceptual theoretical framework for consumer-organisation relationships on digital platforms in a post-truth era.Method: The conceptual theoretical research was conducted through a combination of systematic and integrative literature review research designs for the purposes of describing and extending existing literature.Findings: COR confirms the role of consumer co-creation and underlines disinformation as a result of the post-truth era. The proposed co-creational perspective demonstrates prominent considerations of consumer engagement and consumer centralism. Co-creation is indicative of the complexity of managing relationships on digital platforms, due to the centrality of consumer co-creation and a post-truth view. Originality: The article advances knowledge on consumer co-creation in a consumer-organisation relationships process. It further offers new perspectives to customer relationship management in its advancement from e-CRM and SCRM to COR, as viewed from consumer and co-creational perspectives. It is contextualised in a post-truth era with consideration of the role of disinformation in consumer-organisation relationships.Objetivo: O objetivo deste artigo é desenvolver os processos e-CRM e SCRM de gerenciamento de relacionamento com o cliente e propor um processo de relacionamento consumidor-organização (RCO), que é indicativo da centralidade da cocriação do consumidor e uma visão de pós-verdade. Uma perspetiva cocriativa é desenvolvida e centralizada no quadro teórico conceptual para as relações consumidor-organização em plataformas digitais na era da pós-verdade. Método: A pesquisa teórica conceitual foi realizada por meio de uma combinação de projetos de pesquisa de revisão sistemática e integrativa da literatura com o objetivo de descrever e ampliar a literatura existente. Resultados: o RCO confirma o papel da cocriação do consumidor e destaca a desinformação como resultado da era da pós-verdade. A perspectiva de co-criação proposta demonstra considerações proeminentes de engajamento do consumidor e centralismo do consumidor. A cocriação é um indicativo da complexidade da gestão de relacionamentos nas plataformas digitais, devido à centralidade da cocriação do consumidor e uma visão de pós-verdade. Originalidade: O artigo avança no conhecimento sobre a cocriação do consumidor em um processo de relacionamento consumidor-organização. Além disso, oferece novas perspectivas para o gerenciamento de relacionamento com o cliente no avanço de e-CRM e SCRM para RCO, visto das perspectivas do consumidor e da cocriação. É contextualizado em uma era de pós-verdade com consideração do papel da desinformação nas relações consumidor-organização.Universidade Federal de Pernambuco2023-06-19info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionSystematic and integrative literature review research designapplication/pdfhttps://periodicos.ufpe.br/revistas/index.php/cbr/article/view/25688610.51359/2526-7884.2023.256886CBR - Consumer Behavior Review; Vol. 7 No. 1 (2023): january-decemberCBR - Consumer Behavior Review; v. 7 n. 1 (2023): january-december2526-7884reponame:Consumer Behavior Reviewinstname:Universidade Federal de Pernambuco (UFPE)instacron:UFPEenghttps://periodicos.ufpe.br/revistas/index.php/cbr/article/view/256886/44079Copyright (c) 2023 CBR - Consumer Behavior Reviewinfo:eu-repo/semantics/openAccessHanekom, JanetteSwart, Christelle2023-06-22T13:34:17Zoai:oai.periodicos.ufpe.br:article/256886Revistahttps://periodicos.ufpe.br/revistas/cbrPUBhttps://periodicos.ufpe.br/revistas/cbr/oaicbr@ufpe.br||periodicos.ufpe@ufpe.br2526-78842526-7884opendoar:2023-06-22T13:34:17Consumer Behavior Review - Universidade Federal de Pernambuco (UFPE)false
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