Value Co-creation with Customers by Facebook Community: A Successful Example of PKT Logistics

• Main Authors: Belal, H. M., Noordin, Alminnourliza, Hasan, Quamrul, Ahmad Zaidi, Mohamad Faizal
• Format: Conference or Workshop Item
• Language: English
• Published: 2018
• Subjects: T Technology (General)
• Online Access: https://repo.uum.edu.my/id/eprint/31874/1/mohamad%20Faizal%20PdfReader.pdf; https://repo.uum.edu.my/id/eprint/31874/; http://www.imbre.uum.edu.my

Value co-creation is an emerging subject in the practical field. Companies are very familiar to practice value creation of goods innovation rather than value co-creation by adding service concept. Meaning, value is created not only by what firms do, but also by getting the consumer to engage with firm for new knowledge as well as experience in terms of adding service-based value, which is co-creation. Some companies are practicing well in co-creating value with customers with the view of service. For example, Nike Inc., collaborating with Apple Inc., the Nike has innovated a new product as a service called Nike+ shoes (i.e., Nike+iPod Sport Kit). The Nike+ shoes co-creation platform exploits the link between running and listening of music. Users can select their exercise from a personal training list, including foot movements, rhythms, times, distances covered, and calories burned. Cisco company is providing an on-line service for giving its customers open access to Cisco’s resources, information and systems, thereby Cisco and its customers can get involved with each other and make user community. This community works as a platform of dialogue between company-consumer for new knowledge creation in terms of problem solving and designing services as a solution. Hence, the value creation is adding value to their product and offer ‘value packages’ to customer by practicing service activities within the business. That sounds great. Now, how PKT Logistics applied this Value Co-creation with Customers by Facebook Community?