A social exchange perspective on boosting customer loyalty through culturally competent servers

Hsiao, Aaron; Ma, Emily; Manfreda, Anita; Baker, Mandi; Xu, Jingjing

doi:10.1080/19368623.2023.2184439

Cited by 8 publications

(2 citation statements)

References 105 publications

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“…The findings also indicate that CD positively influences RI, in keeping with the findings by Hsiao et al (2023) and Ulker-Demirel and Ciftci (2020), suggesting that guests' revisit intention will increase when they are delighted (Shoukat and Ramkissoon, 2022). These results highlight that guests may comply with hedonic emotions by revisiting hotels to experience their pleasurable time participating in the VCC process, which includes creating eco-hotel practices.…”

Section: Discussionsupporting

confidence: 85%

“…Moreover, CD is a critical predictor of guests' behavioral intentions, such as loyalty (Ji and Prentice, 2021), guest retention (Selem et al, 2023) and RI (Ulker-Demirel and Ciftci, 2020). Delighted guests typically provide favorable assessments of service quality and express their intention to return (Hsiao et al, 2023). Therefore, it can be argued that when guests are delighted by eco-hotel practices, their RI to the eco-hotel will increase.…”

Section: Research Hypotheses Developmentmentioning

confidence: 99%

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Understanding the implications of value co-creation in eco-hotels: the antecedents and consequences

Esawe,

Esawe

2023

JHTI

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PurposeThis study aims to investigate value co-creation, its antecedents (i.e. customer delight and place identity) and the consequences (i.e. satisfaction and revisit intention) at eco-hotels concerning sustainable practices.Design/methodology/approachPartial least squares structural equation modeling (PLS-SEM) was employed to analyze the data collected from 562 guests surveyed online who had stayed and contributed to sustainable practices through interaction and collaboration with eco-hotels.FindingsThe results revealed that customer delight and place identity are critical antecedents of value co-creation, significantly influencing guests' intention to revisit. Further, value co-creation significantly influences satisfaction and revisits intention. Satisfaction significantly influenced revisit intentions. Moreover, customer delight was the most critical factor affecting value co-creation, followed by the path between value co-creation and satisfaction. Finally, the results confirmed the mediating role of value co-creation and satisfaction.Practical implicationsThis research can support hotel managers in comprehending the motivating factors and outcomes of value co-creation among guests, allowing efficient hotel strategies to be planned and implemented. Managers should prioritize customer delight and place identity to maintain guests' involvement in value co-creation, resulting in satisfaction and a willingness to return.Originality/valueThis study contributes to the literature by tackling the scarcity of research on the significance of value co-creation, its drivers and outcomes at eco-hotels concerning sustainable practices within an emerging market context.

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Section: Discussionsupporting

confidence: 85%