Co-creation with clients of hotel services: the moderating role of top management support

Vijande, María Leticia Santos; Sánchez, José Ángel López; Pascual-Fernández, Primitiva

doi:10.1080/13683500.2015.1078781

Cited by 60 publications

(50 citation statements)

References 113 publications

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“…Especially for repeat guests, Customer Relationship Management (CRM) offers tools for value co-creation and plays a key role in increased customer satisfaction and retention (Rahimi, Köseoglu, Ersoy, & Okumus, 2017). Value co-creation introduces a new perspective in service innovation, conferring a prominent role to firms' customers in the innovation processes (Ottenbacher, 2007;Santos-Vijande, López-Sánchez, & Pascual-Fernández, 2015).…”

mentioning

confidence: 99%

The role of family firm image perception in host-guest value co-creation of hospitality firms

Kallmuenzer

Peters

Buhalis

2019

Current Issues in Tourism

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Customers value the services and products of family firms. Especially the rural hospitality industry is dominated by family firms and shaped by high-contact services, where hosts and guests co-create value. Hypothesizing that behavioural and relational qualities of family firms are a central source for value co-creation and that a perceived family firm image (FFI) affects guests in co-creating value, this study investigates the effect of three relevant principles (trust, relationship commitment, social interaction ties) on value co-creation under the influence of FFI perception. The model is tested on a sample of 331 guests of Austrian rural hospitality firms. Findings show that relationship commitment and social interaction ties influence value co-creation, and a perceived FFI in particular strengthens the effect of social interaction ties on value cocreation. Implications suggest installing facilitators of value co-creation, enhancing the FFI via social capital and further investigating the customer perception of family firms in the rural hospitality industry and beyond.

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confidence: 99%

The role of family firm image perception in host-guest value co-creation of hospitality firms

Kallmuenzer

Peters

Buhalis

2019

Current Issues in Tourism

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“…There is a clear specialty, with 7 of the 10 papers forming the cluster published in marketing-related journals, although most of them deal with service industries. The moderated density points to a weaker relationship among papers in the cluster as the medium centrality implies there are not intense connections with other groups, although some papers, specifically Santos-Vijande et al (2016 , 2018) are connected with several clusters. The consistency of the group suggests a good potential for development.…”

Section: Discussionmentioning

confidence: 99%

Mapping Value Co-creation Literature in the Technology and Innovation Management Field: A Bibliographic Coupling Analysis

Sánchez

Ortiz‐de‐Urbina‐Criado

Mora-Valentín

2020

Front. Psychol.

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Value co-creation has become a very important topic in several disciplines. It is observed that value co-creation has been analyzed mainly from a perspective of marketing or services. The interest of studying value co-creation in relation to innovation is growing but there are no previous literature reviews that focus on the literature that studies value co-creation from a technology and innovation management perspective. The present research aims to close this gap. This research has two aims. First, we make a descriptive analysis of the evolution of documents published from 2004 to 2020. We analyze the main journals and identify the most prolific authors. In addition, we observe collaborative behavior at three different levels-country, institution, and author. Second, we determine the content structure of this literature through a bibliographic coupling analysis, and characterize the resulting groups. As a result of this analysis, we describe eleven thematic groups and characterize them through different metrics. Based on these metrics and the previous analysis, we classify and explain the studies about co-creation in the technology and innovation management field. We obtained three research streams: open innovation, consumer-centric analysis, and service ecosystem and service innovation, and two new trends: servitization and the sharing economy.

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“…Given the interactive interactions created by the subsequent opportunity to hire customers as co-innovators and thus produce real customer-centered innovation" as CRM moves into a social context, this innovation capacity is strengthened (Woodcock et al, 2011, p. 50). This is of particular importance in industries and firms, where there is the potential to provide an environment of experience where innovations can be tested on experience of cocreation.While the innovation potential of collective customer experiences has been highlighted by hospitality literature (Shaw et al, 2011), empirical evidence to support this is missing (Santos-Vijande et al, 2015;Snyder et al, 2016). Accordingly:…”

Section: Literature Review Social Customer Relationship Managementmentioning

confidence: 99%

Investigating the effect of the social customer relationship management (CRM) on customers and financial performance

mashahedi¹,

Zhang²,

Harjan

2021

IJRBS

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This research aims to investigate the effect of the social customer relationship management (CRM) process on achieving superior levels of costumers and financial performance. The object of this research is the Iraqi firms at the Iraqi environment market, while the subject is more than 200 respondents. Six variables from the research data were gathered through an instrument model invalid form that structured to be measured through reliable questionnaires. Statistical Analysis of the research data used partial least squares structural equation modeling with the significance in accordance with the output of SPSS 22.0. The findings indicate that the social CRM technologies of the firms improve the innovation activities on Both (services and products). This has a positive effect on the ability to achieve high performance through building customer-linking capabilities by adopting innovations, resulting in higher levels of efficiency. In exchange, higher levels of consumer contribution lead to having positive levels of customer and financial performance.

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Co-creation with clients of hotel services: the moderating role of top management support

Cited by 60 publications

References 113 publications

The role of family firm image perception in host-guest value co-creation of hospitality firms

The role of family firm image perception in host-guest value co-creation of hospitality firms

Mapping Value Co-creation Literature in the Technology and Innovation Management Field: A Bibliographic Coupling Analysis

Investigating the effect of the social customer relationship management (CRM) on customers and financial performance

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