How personal costs influence customer citizenship behaviors

Dang, Anh; Arndt, Aaron D.

doi:10.1016/j.jretconser.2017.08.012

Cited by 17 publications

(16 citation statements)

References 59 publications

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“…When tourists engage in participation activities, the investment of time and energy does not substantially harm the interests of consumers and is in exchange for the better delivery of services to the tourists themselves by the staff of the block. Thus, there is a significant increase in tourists' intention to recommend and revisit the destination [101,102]. This fits with the theory of social exchange, which states that when individuals perceive that they benefit from a social interaction, they provide a reward to others.…”

Section: Discussionsupporting

confidence: 72%

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

Tan

Liu

et al. 2021

JTAER

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The concept of value co-creation brings about changes in tourists’ roles from value receivers to producers. Most existing studies take value co-creation behavior as a single dimension, ignoring the role switching of tourists. Starting from the precise constitution of value co-creation behavior, this paper, utilizing the method of structural equation modeling (SEM), discusses the mechanism of the effects of tourist participation behavior and citizenship behavior on destination loyalty through each sub-dimension of perceived value. The results showed the following: (1) The participation behavior (in-role) and citizenship behavior (extra-role) of tourists affect different value dimensions. (2) The value co-created by tourists presents a hierarchical state from the primary to the higher level. Among the types of value, novelty and social value belong to the primary level while quality, economic, knowledge, and emotional value belong to the higher level. (3) Destination loyalty is driven not only by tourist behavior (in-role) but also by citizenship behavior (extra-role). Based on the perspective of role switching, this paper establishes the theoretical framework of role switching in the era of value co-creation and proposes some strategic suggestions for marketing transformation.

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Section: Discussionsupporting

confidence: 72%

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

Tan

Liu

et al. 2021

JTAER

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“…(2009) have defined three components that include feedback to the organization, assisting other customers, and recommendations to family/relatives and friends. In accordance with the previous studies such as those of Dang and Arndt (2017) and Kim and Choi (2016), our study considers TCB to be a uni-dimensional construct.…”

Section: Theoretical Frameworksupporting

confidence: 68%

Tourist engagement and citizenship behavior: The mediating role of relationship quality in the hotel industry

Shafiee

Tabaeeian

Khoshfetrat

2020

Tourism and Hospitality Research

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Tourist engagement has recently emerged in both academic and practitioner discussions. However, empirical inquiry on tourist engagement as a predictor of tourist citizenship behavior is scarce. The purpose of this research is to investigate the relationship between tourist engagement, relationship quality, and tourist citizenship behavior in hotels. Participation and social interaction have been considered the tourist engagement dimensions. Relationship quality as a multidimensional variable included satisfaction, trust, commitment, and intimacy, while tourist citizenship behavior is defined as a unidimensional variable. A structural equations approach was applied to the 690 data sets obtained from travelers of selected hotels. The results indicate that tourist engagement dimensions have a positive impact on the relationship quality dimensions. On the other hand, the effect of relationship quality dimensions on tourist citizenship behavior has been positive. This research can help researchers and hotel managers find ways to strengthen relationship quality between hotels and customers. Regarding hotels’ limited resources for promotional activities, the results could help managers formulate plans to persuade tourists to express citizenship behavior toward hotels, which help hotels establish competitive advantages.

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“…Previous research led to the study of its potential antecedents (customer-related, firm-related, and other-customerrelated factors) and consequences (perceived service quality, customer satisfaction, customer loyalty, employee performance, employee satisfaction and loyalty) (Bove, Pervan, Beatty & Shiu, 2009;Yi et al, 2011). For example, Dang and Arndt (2017) investigate the personal costs that may inhibit the decision to engage in such behavior. Other studies reveal that customer citizenship behavior has a negative relation with the customer's turnover intention (Revilla-Camacho, Vega-Vázquez, & Cossío-Silva, 2015).…”

Section: Customer Citizenship Behaviormentioning

confidence: 99%

“…The trade-off between perceived costs and benefits is relevant to the willingness to engage in customer citizenship behavior. During the value co-creation process, consumers exhibit significant efforts to use resources such as competence or skills (Dang & Arndt, 2017;Prebensen & Xie, 2017). Customers are eager to participate in joint service activities, if they anticipate benefits from the relationship (Ennew & Binks, 1999).…”

Section: Conceptual Framework and Hypothesesmentioning

confidence: 99%

Value co-creation and customer citizenship behavior

Assiouras

Skourtis

Giannopoulos

et al. 2019

Annals of Tourism Research

209

163

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Drawing on social exchange theory and the service-dominant logic framework this paper explores the association between value co-creation and the willingness to engage in customer citizenship behavior in the hospitality and tourism context. Tourism and hospitality firms are increasingly offering opportunities for co-production and value-in-use not only to increase revisit and repurchase intentions but also to benefit from manifestations of customer citizenship behavior such as customer feedback, advocacy, customer-to-customer assistance and tolerance in less satisfactory future services. The paper offers a building block for future work to investigate the causal relationship between the dimensions of value co-creation (co-production and value-in-use) and customer citizenship behavior.

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How personal costs influence customer citizenship behaviors

Cited by 17 publications

References 59 publications

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

How Does Value Co-Creation Behavior Affect Destination Loyalty? A Role Switching Perspective

Tourist engagement and citizenship behavior: The mediating role of relationship quality in the hotel industry

Value co-creation and customer citizenship behavior

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