Impact of customer participation in value co-creation on customer wellbeing: A moderating role of service climate

Yi, Xiaosu; Haq, Junaid Ul; Ahmed, Shehzad

doi:10.3389/fpsyg.2022.877083

Cited by 6 publications

(4 citation statements)

References 70 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Therefore, SMEs that manifest resilience allow them to strengthen their ability to innovate in turbulent times. This results in maintaining their participation in value cocreation activities with consumers (Yi et al, 2023;Saarijärvi, 2012). Value cocreation has a positive impact on the creation of new services and their relationships with customers in addition to its financial impact.…”

Section: Value Cocreationmentioning

confidence: 99%

The role of organizational resilience in SME service innovation and value cocreation

Lopez,

Flecha-Ortiz,

Santos-Corrada

et al. 2024

JSM

View full text Add to dashboard Cite

Purpose The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses. Design/methodology/approach This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling. Findings The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises. Originality/value This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.

show abstract

Section: Value Cocreationmentioning

confidence: 99%

The role of organizational resilience in SME service innovation and value cocreation

Lopez,

Flecha-Ortiz,

Santos-Corrada

et al. 2024

JSM

View full text Add to dashboard Cite

show abstract

“…Such multiscaled thinking becomes significant for considering service organisation resilience in the context of service systems as well as different levels or factors in the service environment (Fehrer and Bove, 2022). Resilience for service organisations can therefore be envisaged at the scale of individual consumers, customers and employees and the co-creation of service between them (Giovinazzi et al, 2016;Huang et al, 2019;Näswall et al, 2019;Daniels et al, 2020;Partouche-Sebban et al, 2021;Sharma, 2021;Yi et al, 2023;Le et al, 2023); at the level of the service organisation; the wider set of actors that they interact with (e.g. this may be envisaged with respect to B2B networks and/or the wider community, which may be especially significant for public service organisations) (Tang and Blocker, 2022;McColl-Kennedy et al, 2023;Toufaily and Zalan, 2023;Velotti et al, 2023;Leino et al, 2024); and other scales.…”

Section: Scalementioning

confidence: 99%

The possibilities of resilience for service organisations

Hall,

Naderi Koupaei

2024

JSM

View full text Add to dashboard Cite

Purpose This paper aims to provide an examination of the use of the concept of resilience and its use in service organisation, ecosystem-related literature and the wider social sciences. Design/methodology/approach This paper provides a critical review and commentary on the resilience literature in the social and business sciences and its relevance to service organisations. Findings Two main approaches towards resilience are identified (engineering and socio-ecological resilience) with each having different assumptions about the nature of resilience with corresponding implications for policymaking, indicator selection and application in a service context. These approaches operate at different scales and possess different properties with respect to the likelihood of enacting transformative service marketing. Practical implications Different conceptualisations of resilience have profound implications for resilience-related policymaking as well as understanding change and adaptation in service ecosystems and organisations. Social implications The transformative possibilities of resilience are connected to the active enhancement and construction of social capacity by service organisations and the persistent resilience of the resilience concept. Originality/value This paper highlights the importance of clearly defining the resilience concept and its implications for research and transformative service organisations.

show abstract

“…Consumers' social health can be affected by their co-creation behaviour. When hotel consumers implement value co-creation behaviours, they can not only obtain psychological satisfaction but also enhance their perception of their own social status through effective social interaction [59].…”

Section: Impact Of Hotels On Consumers' Healthmentioning

confidence: 99%

Research on Factors Influencing Hotel Consumers’ Health: A Systematic Review and Ways Forward

Jia,

Garg,

Shi

2024

Sustainability

View full text Add to dashboard Cite

The health experience is a crucial component of the customer experience that must not be overlooked. The sustainable development of the hospitality industry is affected by consumers’ health experiences in many aspects. As a part of the hospitality industry, the hotel industry should pay attention to consumers’ health experiences. This study uses a systematic review methodology and concept-based content analysis. The basic review section analyses the overall research trends from the perspectives of publishing time, publication channels, research themes, theoretical foundation, and research methodologies. The theme analysis section identifies three source themes that influence the health of hotel consumers: (1) hotels, (2) consumers themselves, and (3) special events. Based on the conclusions of the studies in the data set, the relationship between these three types of sources of influence and consumers’ health is analysed and discussed in combination with social cognitive theory. Then, two multidimensional frameworks are developed based on these source categories. The frameworks can be used to explain source categories and impact processes, as well as the relationship between impact sources and different health categories. Based on the existing research in the data set, nine valuable research questions are proposed for other researchers’ reference.

show abstract

Impact of customer participation in value co-creation on customer wellbeing: A moderating role of service climate

Cited by 6 publications

References 70 publications

The role of organizational resilience in SME service innovation and value cocreation

The role of organizational resilience in SME service innovation and value cocreation

The possibilities of resilience for service organisations

Research on Factors Influencing Hotel Consumers’ Health: A Systematic Review and Ways Forward

Contact Info

Product

Resources

About