Engagement and value cocreation within a multi-stakeholder service ecosystem
从生态系统视角，将利益相关者参与作为价值共创的核心基础，通过定性多方法研究，区分了合作、协作和共创三种过程，揭示了行为、认知和情感参与的不同作用。
While consumer engagement and value cocreation research proliferate, it is important to explore these concepts from an ecosystem-based multi-stakeholder perspective as, therefore, undertaken in this article. Specifically, this study marks a pioneering attempt in conceptualizing stakeholder engagement (SE) as a core foundation of stakeholder value cocreation within multi-stakeholder service ecosystems. SE’s behavioral, cognitive, and emotional dimensions are proposed to activate distinct outcomes, thus disentangling stakeholder value cocreation from the closely related constructs of cooperation and collaboration. The study adopts a qualitative multi-method approach integrating in-depth managerial interviews with observation, and secondary data analysis. The findings show that (1) when behavioral SE prevails, the activated process is cooperation, (2) when cognitive SE is also present, the activated process is collaboration, (3) when emotional SE integrates the behavioral and cognitive SE, the activated process is cocreation.