Football College, Wuhan Sports University, Wuhan, Hubei, China.
Economics and Management College, Wuhan Sports University, Wuhan, Hubei, China.
PLoS One. 2024 Oct 29;19(10):e0311988. doi: 10.1371/journal.pone.0311988. eCollection 2024.
This study examined the impacts of customer knowledge management and flow experience on customer value co-creation and the mediating role of flow experience in the context of fitness apps.
DESIGN/METHODOLOGY/APPROACH: Using the questionnaire star platform to edit the questionnaire and collect data(n = 450). A structural equation modeling test was conducted to examine the relationships between the variables.
The findings reveal that in a fitness app service scenario, customer knowledge management has a significant positive impact on customer flow experience, customer flow experience has a significant positive impact on customer value co-creation, and customer flow experience plays a partial mediating role in the path from customer knowledge management to customer value co-creation.
The results could help fitness-app-related enterprises or service organizations understand the factors influencing and processes of customer participation in value co-creation and thus could help such enterprises and organizations formulate effective marketing strategies to realize customer value co-creation and ultimately to achieve their development goals.
ORIGINALITY/VALUE: Using value co-creation theory and customer-dominant logic, this study analyzed the effects of customer knowledge management, flow experience, and customer value co-creation in the context of fitness apps and examined the mediating role of flow experience. The findings fill a gap in the theoretical research regarding customer value co-creation in the context of fitness apps and expand the scope of research on customer knowledge management and flow experience.
本研究考察了客户知识管理和流动体验对健身应用中客户价值共创的影响，以及流动体验在其中的中介作用。
设计/方法/途径：使用问卷星平台编辑问卷并收集数据（n=450）。采用结构方程模型检验来检验变量之间的关系。
研究结果表明，在健身应用服务场景中，客户知识管理对客户流动体验有显著的正向影响，客户流动体验对客户价值共创有显著的正向影响，客户流动体验在客户知识管理到客户价值共创的路径中起到部分中介作用。
研究结果可以帮助健身应用相关企业或服务组织理解影响客户参与价值共创的因素和过程，从而帮助这些企业和组织制定有效的营销策略，实现客户价值共创，最终实现其发展目标。
原创性/价值：本研究运用价值共创理论和客户主导逻辑，分析了健身应用背景下客户知识管理、流动体验和客户价值共创的影响，并检验了流动体验的中介作用。研究结果填补了健身应用中客户价值共创的理论研究空白，拓展了客户知识管理和流动体验的研究范围。
