درخت حوزه‌های تخصصی

Service providers are central to the growth and competitiveness of platform-based businesses. Their collaborative and conscientious behavior plays a pivotal role in driving value co-creation across these digital ecosystems. This study examines how service providers’ conscientious behavior on the Instagram platform facilitates effective value co-creation, highlighting its pivotal role in creating mutual benefits for both providers and service recipients. This study is applied research aimed at examining service providers’ collaborative behavior on the Instagram platform and employs a descriptive survey design. The statistical population comprised all Instagram users acting as service providers, with a purposive, non-probability sample of 235 participants. Based on theoretical foundations and prior studies, collaborative behavior was conceptualized through four dimensions: conscientious behavior, personal interaction, informational behavior, and altruistic behavior. “The validity of the research instrument was assessed using confirmatory factor analysis, and reliability was confirmed through Cronbach’s alpha and composite reliability. Following data collection, K-Means clustering was applied to classify service providers, and research hypotheses were tested. The results identified two clusters: conservative conscientious service providers and perfectionistic conscientious service providers. Further analyses indicated significant relationships between informational behavior, altruistic behavior, and personal interactions with both clusters. Additionally, significant differences were observed in altruistic behavior, personal interactions, and informational behavior between conservative and perfectionistic conscientious service providers.

Objective: “In the digital age, anthropomorphism—attributing human characteristics to non-human entities in digital environments—plays a pivotal role in improving user experience (UX) and fostering customer loyalty. With the increasing adoption of artificial intelligence (AI) and intelligent interfaces, simulating human interactions such as digital platforms has emerged as a powerful mechanism for creating emotional connections and facilitating interactions. This study seeks to identify the antecedents and consequences of anthropomorphism in digital user environments and assess its impact on user experience and customer loyalty. Methods: Using a qualitative and exploratory approach, this research examines data collected from semi-structured interviews with 16 academic and industry experts using thematic analysis. Sampling was conducted through a snowball technique, and theoretical saturation was considered as the criterion for determining sample size. Results: The findings show that the antecedents of anthropomorphism include six main factors: personalization and optimization of user interactions (including personalized user experiences and emulation of human emotions), human-like interactions and natural communication in digital spaces, social and emotional experiences of users, intelligent responsiveness and optimal interactions, emulation of human and psychological behaviors, and user loyalty and trust enhanced through human-centered interactions. The implications of anthropomorphism include increased social interactions, intelligent responsiveness, personalized experiences, and enhanced customer trust and loyalty. Conclusions: The results indicate that anthropomorphism helps increase user satisfaction and strengthen customer loyalty by personalizing interactions and creating emotional bonds. These insights offer valuable implications for designers and marketers of digital systems who aim to optimize user experiences and develop effective customer retention strategies.