When social intrusiveness depletes customer value: A balanced perspective on the agency of simultaneous sharers in a commercial sharing experience

Françoise Simon () and Claire Roederer ()
Additional contact information
Françoise Simon: CREGO - Centre de Recherche en Gestion des Organisations (EA 7317) - Université de Haute-Alsace (UHA) - Université de Haute-Alsace (UHA) Mulhouse - Colmar - UB - Université de Bourgogne - UBFC - Université Bourgogne Franche-Comté [COMUE] - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE]
Claire Roederer: EM Strasbourg - École de Management de Strasbourg = EM Strasbourg Business School

Post-Print from HAL

Abstract: A major pattern of non‐ownership consumption is "simultaneous sharing," whereby customers simultaneously share the same resource in either a virtual or physical setting. However, little research examines the actual value that consumers derive from such a group‐based commercial experience. By integrating the literature on customer value and the psychology of autonomy, this study proposes a theoretical model of the simultaneous sharing experience that balances the benefits and social intrusiveness of sharer agency. Based on data that were collected from members of a collaborative platform dedicated to flat sharing and analyzed through structural equation modeling, social intrusiveness is found to be a pervasive phenomenon that strongly impairs customer satisfaction, whereas communal benefits, as reflected by enjoyment, companionship, informational guidance, and emotional support, enhance it. As a major antecedent of both communal benefits and intrusiveness, perceived homophily nourishes satisfaction, however, customer age may reduce the buffering influence of perceived homophily on intrusiveness, whereas an additional positive effect on communal benefits is associated with the sharer social integrative motive. We discuss the implications of this study for customer experience and commercial sharing consumption research.

Keywords: Customer experience; Customer value; Homophily; Non‐ownership consumption; Psychology of autonomy; Simultaneous sharing consumption; Social intrusiveness (search for similar items in EconPapers)
Date: 2019-09-10
References: Add references at CitEc
Citations: View citations in EconPapers (3)

Published in Psychology and Marketing, 2019, 36 (11), pp.1082-1097. ⟨10.1002/mar.21258⟩

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02319727

DOI: 10.1002/mar.21258

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().