Customer engagement and value co-creation/destruction: the internal fostering and hindering factors and actors in the tourist/hotel experience

Nangpiire, Clement; Silva, Joaquim; Alves, Helena

doi:10.1108/jrim-05-2020-0104

Cited by 50 publications

(30 citation statements)

References 44 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The findings demonstrated that participants had higher trust, satisfaction, and commitment in a high degree of co-creation conditions than in a low degree of co-creation conditions. Positive interaction and engagement encourage customers to deploy more resources in order to create value for themselves (Nangpiire, Silva, & Alves, 2021). The high degree of co-creation promotes more interaction and engagement, thus it increases satisfaction, trust, and commitment.…”

Section: Discussionmentioning

confidence: 99%

The Effect of Co-Creation on Relationship Quality: The Role of Outcome Quality

Riana¹,

Halim²,

Suroso³

et al. 2022

APMAJ

View full text Add to dashboard Cite

Co-creation has been proposed as a novel approach to building relationship marketing. Communication, interaction, and value creation which are the main elements of co-creation are the stages for building relational marketing. Although there is substantial research on the role of co-creation in relationship marketing, much of the work is conceptual. This study investigated the effect of the degree of co-creation on relationship marketing using the relationship quality construct, the mediating effect of satisfaction and trust, and the moderating role of outcome quality in this relationship. An experimental approach was employed to achieve those objectives. Study 1 tested the effect of the degree of co-creation on relationship quality and the mediation effect of satisfaction and trust in the relationship between the degree of co-creation and commitment. Study 2 extended the results by demonstrating the moderation role of outcome quality. The findings showed that the degree of co-creation affects relationship quality and confirm that satisfaction and trust mediate the influence of the degree of co-creation on commitment. The moderating effect of outcome quality was confirmed; when outcome quality is less than expected, the degree of co-creation affects relationship quality. Keywords: degree of co-creation, relationship quality, outcome quality

show abstract

Section: Discussionmentioning

confidence: 99%

The Effect of Co-Creation on Relationship Quality: The Role of Outcome Quality

Riana¹,

Halim²,

Suroso³

et al. 2022

APMAJ

View full text Add to dashboard Cite

show abstract

“…Therefore, when they exchange useful information and give brand advice to other community members, they tend to report higher levels of satisfaction (Niedermeier et al, 2019). For example, Nangpiire et al (2021) found that positive engagement fosters customer interactions, which lead to value co-creation. Further, customer-to-customer interactions can influence customer satisfaction with the service platform since such interactions can clarify expectations and reduce role ambiguity through customer participation (Luo et al, 2019).…”

Section: Customer Brand Engagementmentioning

confidence: 99%

Customer brand engagement and co-production: an examination of key boundary conditions in the sharing economy

Casidy

Leckie

Nyadzayo

et al. 2022

EJM

View full text Add to dashboard Cite

Purpose Digital platforms have transformed how brands engage with collaborative consumption actors, such as prosumers. This study aims to examine the role of customer innovativeness and perceived economic value as important boundary conditions on the effects of customer brand engagement behavior on co-production, which subsequently influences customer satisfaction. Design/methodology/approach The authors test the model using survey data from 430 users of a digital platform (i.e. UBER) in Australia. Hypotheses were tested using the bias-corrected bootstrapping method. Findings The findings suggest that customer innovativeness and perceived economic value positively moderate the effects of customer brand engagement behavior on co-production. Further, the mediating effects of co-production on satisfaction are stronger for highly innovative customers and for those who associate high perceived economic value with the brand. Research limitations/implications This study provides novel insights on the boundary conditions of the effects of customer brand engagement behavior on co-production. Future research could apply this study’s conceptual framework to other digital platforms to extend the generalizability of this framework. Practical implications This study provides managerial insights into how firms can customize marketing strategies to encourage customers as prosumers in co-production by targeting highly innovative customers and focusing on perceived economic value. Originality/value This study builds on service-dominant logic and social exchange theory to examine the role of customer innovativeness and perceived economic value as novel boundary conditions in digital platform ecosystems.

show abstract

“…Evidence indicates that customers and service providers are open to interacting and sharing resources (in the form of time, energy and information) to provide more personalised service experiences (Kandampully et al. , 2018; Nangpiire et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

“…As a result, they focus on distinguishing themselves from competitors to target end consumers effectively (Mazzarolo et al, 2021). Evidence indicates that customers and service providers are open to interacting and sharing resources (in the form of time, energy and information) to provide more personalised service experiences (Kandampully et al, 2018;Nangpiire et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering

Das

Ramalingam

2022

IJBM

View full text Add to dashboard Cite

PurposeThis study aims to explore employee-customer identification and its consequences in the banking, financial service and insurance (BFSI) sector. We also look at the mediating role of psychological ownership and work orientation (calling) between employee-customer identification and the adaptability of service offerings.Design/methodology/approachIn this study using a sample of 215 frontline employees from the BFSI sector in five Indian cities, the data was analysed using partial least squares structural equation modelling (PLS-SEM) in Smart PLS- 3.2.7 software.FindingsWhen employees consider customers as individuals similar to them, they tend to be more accommodating of customers' diverse needs resulting in adapting the service. The study empirically establishes that psychological ownership and work orientation (calling) mediate the relationship between employee-customer identification and service offering adaptation.Research limitations/implicationsThis kind of identification can remedy the perennial problem of mis-selling in the BFSI context. The new insights gathered from these customer interfaces can be transferred upwards within the organisation to formulate actionable strategies. Hence, when employees feel their work is satisfactory, it leads to improvement in both profit margins as well as asset turnover for high-contact service firms.Originality/valueThe results demonstrate that employees who identify with their customers are more accommodative of customers' diverse needs resulting in adapting the service resulting in improved performance.

show abstract

Customer engagement and value co-creation/destruction: the internal fostering and hindering factors and actors in the tourist/hotel experience

Cited by 50 publications

References 44 publications

The Effect of Co-Creation on Relationship Quality: The Role of Outcome Quality

The Effect of Co-Creation on Relationship Quality: The Role of Outcome Quality

Customer brand engagement and co-production: an examination of key boundary conditions in the sharing economy

Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering

Contact Info

Product

Resources

About