Publicação
Stimulating customer participation behaviour and boosting value co-creation in hotels
| Resumo: | Considering the competitive environment of the hospitality industry in delivering superior value to customers, customer participation in value co-creation with the service provider through interaction becomes pivotal. By bonding the co-creation theory with the equity theory, this study proposes a model for stimulating customer participation behaviour (CPB), which includes customer co-creation perception (CCCP) composing DART activities (dialogue, access, risk assessment, and transparency), CPB, co-production, and value-in-use. The collected data from tourists staying in hotels in Portugal was analysed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results confirm that CCCP predicts CPB, co-production, and value-in-use. Moreover, CPB improves co-production and value-in-use and mediates the associations between CCCP and co-production/ value-in-use. This research contributes to co-creation theory by confirming CCCP as a driver of CPB and provides practical implications to enhance co-production and value-in-use in hotels. |
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| Autores principais: | Sadighha, Jinous |
| Outros Autores: | Pinto, Patrícia; Guerreiro, Manuela; Campos, Ana Cláudia |
| Assunto: | DART activities Customer co-creation perception DART activities Customer co-creation perception Customer participation behaviour Value co-creation Co-production Value-in-use |
| Ano: | 2024 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | acesso restrito |
| Instituição associada: | Universidade do Algarve |
| Idioma: | inglês |
| Origem: | Sapientia - Universidade do Algarve |
| Resumo: | Considering the competitive environment of the hospitality industry in delivering superior value to customers, customer participation in value co-creation with the service provider through interaction becomes pivotal. By bonding the co-creation theory with the equity theory, this study proposes a model for stimulating customer participation behaviour (CPB), which includes customer co-creation perception (CCCP) composing DART activities (dialogue, access, risk assessment, and transparency), CPB, co-production, and value-in-use. The collected data from tourists staying in hotels in Portugal was analysed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results confirm that CCCP predicts CPB, co-production, and value-in-use. Moreover, CPB improves co-production and value-in-use and mediates the associations between CCCP and co-production/ value-in-use. This research contributes to co-creation theory by confirming CCCP as a driver of CPB and provides practical implications to enhance co-production and value-in-use in hotels. |
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