The role of supply chain capabilities in customers' value co-creation process: evidence from Chinese technology firms

The study aims to explore the impact of customer participation in value co-creation on a firm's operational performance and to investigate if supply chain capabilities of the enterprise can mediate the relationship between customer participation on firm operational performance under the context of the widespread use of the social media platforms. Drawing on the resource-based view and customer-dominant logic, this paper investigates the influence of customer participation for value co-creation via social media platforms on sustainable firm operation performance. The data for this study was gathered via questionnaire obtained from 178 companies located in Pearl River Delta and Yangtze River Delta regions of China. The results show that customer participation has a positive impact on enterprise operational performance. Supply chain capability plays an intermediary role in the influence of customer participation on enterprise performance but each dimension of supply chain capability makes a different impact on firm operational performance.