A conceptual framework on information co-creation: bridging the gap between organizations and consumers

Information quality (IQ) plays a dual role. In the context of organizations, information has been used by employees within an organization for working purposes and achieving targets. On the other hand, customers are also information users. They rely on information to stay informed, make decisions, comply with rules and exercise their rights and obligations. Literatures pointed out that there is a wide gap between information quality created and shared between organizations and their customers in which the latter is seemed at a disadvantage. This is simply because customers are seen as external to the organizations and passive. They are just merely the end recipients of goods and services. The aim of this paper is to propose a conceptual study to bridge the gap in information co-creation between organizations and customers. The novelty of the framework is to create a “winwin” situation for both parties. By using Information Systems Success (ISS) model, a personalized customer experience can be created by taking into consideration their voices and rights in the information co-creation process. As a result, a meaningful journey produces satisfied and empowered customers that tend to be loyal to organizations. This serves to reward the organizations in their long-term churn management