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Related Experiment Video

Updated: Nov 19, 2025

Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning
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Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning

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Experiential Value in Multi-Actor Service Ecosystems: Scale Development and Its Relation to Inter-Customer Helping

Patrick Weretecki1,2, Goetz Greve1, Jörg Henseler2,3

  • 1Hamburg School of Business Administration, Hamburg, Germany.

Frontiers in Psychology
|January 29, 2021
PubMed
Summary

This study reveals that customer experiential value in service ecosystems is shaped by personnel professionalism, customer similarity, suitable behavior, sensory appeal, and playfulness. This value positively influences interaction attitude and helping behavior among customers.

Keywords:
customer engagementexperiential valueinter-customer helping behaviorinteraction attitudemulti-actor service ecosystemprosocial behaviorscale development

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Area of Science:

  • Service Management
  • Consumer Behavior
  • Ecosystem Dynamics

Background:

  • Service research increasingly focuses on multi-actor service ecosystems beyond dyadic interactions.
  • The influence of these ecosystems on customer experiential value and prosocial behavior remains underexplored.

Purpose of the Study:

  • To identify key elements in multi-actor service ecosystems that contribute to customer experiential value.
  • To investigate the relationship between customer experiential value, interaction attitude, and inter-customer helping behavior.

Main Methods:

  • Scale development procedure using existing literature and expert feedback.
  • Exploratory and confirmatory factor analysis (CFA) on 468 responses from a large trade show.
  • Structural equation modeling (SEM) to validate the scale and test relationships.

Main Results:

  • Confirmatory factor analysis identified five dimensions of experiential value: personnel professionalism, customer similarity, suitable customer behavior, sensory appeal, and playfulness.
  • Experiential value positively impacts customer interaction attitude and inter-customer helping behavior.
  • Interaction attitude partially mediates the effect of experiential value on inter-customer helping behavior.

Conclusions:

  • Customer experiential value in multi-actor service ecosystems is multi-dimensional, influenced by various interactions.
  • Managers can leverage understanding of these ecosystem dynamics to enhance customer value and encourage positive customer-to-customer interactions.
  • The developed scale offers a tool for assessing experiential value and fostering prosocial behavior in service settings.