Zixing Wang, Cheehoo Wong, Yang Lyu, Guangyu Li, Xiyuan Luo, Christian Wiradendi Wolor
Creating Shared Value (CSV) has emerged as a strategic framework for digital platforms seeking to integrate social and economic value creation within their core governance structures. However, the mechanisms through which platform-level CSV practices shape customer experiential outcomes in digitally mediated service ecosystems remain insufficiently theorized. Drawing on Social Identity Theory and Service-Dominant Logic, this study proposes and empirically examines a mediation model in which Consumer– Company Identification (CCI) transmits the effect of CSV on Customer Experience Value (CEV). Using data from 426 verified users of JD.com—one of China's largest integrated digital logistics platforms—and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM), the results confirm that CSV positively and significantly influences both CCI and CEV. CCI mediates the CSV–CEV relationship in a partial mediation pattern, accounting for 82.3% of the total effect (VAF). These findings advance service science research by positioning CSV as a platform governance mechanism that shapes consumer outcomes through psychological identification, and offer strategic implications for digital logistics platform governance, sustainable supply chain design, and stakeholder engagement in platform ecosystems. © 2026, Success Culture Press. All rights reserved.
Faculty of Business and Communications (FBC), INTI International University, Negeri Sembilan, Nilai, Malaysia; Guilin Shanshui Vocational College, School of Digital Economy and Management, China; Faculty of Economics and Business, Universitas Negeri Jakarta, Indonesia
Research at a Glance
Register to unlock
Topics & SDG Alignment
Register to unlock
Collaboration
Register to unlock
Author Profile (Selected)
Register to unlock
References Overview
Register to unlock
Journal & Source
Register to unlock
Metadata & Integrity
Register to unlock