Accessing Value-in-Use Information by Integrating Social Platforms into Service Offerings

Abstract

This article proposes a new approach for assessing the value derived from using a service offering (i.e., value-in-use) through the utilization of {\textquotedblleft}social platforms.{\textquotedblright} We define a social platform as an adaptable digital service environment that enables the co-creation of value through social interactions with other service systems. By reviewing the relevant literature, detailed propositions are built based on the integration of theoretical concepts, thereby combining the literature on service-dominant logic, platforms, and social media. The primary argument of the article is that embedding social platforms in a company{\textquoteright}s services may result in more efficient retrieval and understanding of customer insights, better management of customer intelligence, and ultimately higher value-in-use.