Despite the dominance of customer co-creation experience value (CCEV) in the value co-creation research, its theoretical domain has not been systematically analysed and developed. Specifically, little is known about the nature of social media-enabled CCEV. To address the knowledge gaps, this study employs a five-step procedure to develop a conceptualisation and instrument of CCEV construct in a social media context. First, drawing on the relevant literature, we determine the conceptual framework, definition, and assumptions of CCEV. Second, we employ grounded theory methodology to analyse customer review data from three representative social media sites and identify the dimensions of CCEV (four themes consisting of 10 dimensions). Third, we create an item pool of CCEV based on the prior work and in-depth interviews of 10 customers. In the fourth and fifth steps, we collect three waves of quantitative data to develop and validate the instrument including item refinement (n1 = 234), instrument validation (n2 = 521), and nomological validity examination (n3 = 615). The results indicate that the instrument exhibits satisfactory reliability and validity. Our work contributes to theory and practice by presenting a context-specific and fine-grained conceptualisation of CCEV and a reliable and valid survey instrument.

Abstract Online health platforms play an important role in chronic disease management. Patients participate in online health platforms to receive and provide health‐related support from each other. However, there remains a debate about whether the influence of social interaction on patient health anxiety is linearly positive. Based on uncertainty, information overload, and the theory of motivational information management, we develop and test a model considering a potential curvilinear relationship between social interaction and health anxiety, as well as a moderating effect of health literacy. We collect patient interaction data from an online health platform based on chronic disease management in China and use text mining and econometrics to test our hypotheses. Specifically, we find an inverted U‐shaped relationship between informational provision and health anxiety. Our results also show that information receipt and emotion provision have U‐shaped relationships with health anxiety. Interestingly, health literacy can effectively alleviate the U‐shaped relationship between information receipt and health anxiety. These findings not only provide new insights into the literature on online patient interactions but also provide decision support for patients and platform managers.