The role of personality traits in promoting customer citizenship behaviour: special reference to the homestay tourism context in Sri Lanka

Lakmali, Shanika; Kajendra, K.

doi:10.1108/sajm-03-2021-0024

Cited by 11 publications

(10 citation statements)

References 77 publications

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“…6.1 Measurement model assessment Data analysis has started with the data screening process. Elimination of incomplete responses resulted (Lakmali and Kajendra, 2021) in a sample size of 411. Following the check for accuracy and completeness of data, the parametric assumption of normality was measured.…”

Section: Resultsmentioning

confidence: 99%

Does perceived corporate citizenship affect on purchasing intention during the COVID-19 pandemic? Across the mediation impact of brand trust and consumer–brand relationship

Arachchi¹

2022

IRJMS

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PurposeThis paper is to examine the direct relationship between perceived corporate citizenship (CC) and purchase intention (PI). This study also tests the mediating role of brand trust (BT), consumer–brand identification (CBI) and the moderating effect of personal norms by a contribution of social exchange theory, brand relationship theory and social cognitive theory (SCT).Design/methodology/approachQuantitative research was carried out by means of a survey with a sample of 411 regular consumers who work for national retail brands, where the unit of analysis was an individual. The study analysed the data to test the research hypotheses using SPSS and Smart PLS.FindingsThis study found a significant positive impact of perceived CC on purchase intention (direct path), and furthermore, a partial mediation was shown for the indirect path. In addition, personal norms have a significant impact on the relationships between perceived CC on purchase intention, brand trust on purchase intention and CBI on purchase intention.Practical implicationsThis study provides useful insights for managers to implement CC strategies to enhance consumer purchase intention and brand relationship in the retail sector within the coronavirus disease 2019 (COVID-19) pandemic.Originality/valueThe current study is perhaps the first to investigate the impact of perceived CC on purchase intention across the BT, CBI and personal norms in the retail industry, period of COVID-19 pandemic. The study also makes some important theoretical contributions and previously not shed light on customer behaviour in this context.

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Section: Resultsmentioning

confidence: 99%

Does perceived corporate citizenship affect on purchasing intention during the COVID-19 pandemic? Across the mediation impact of brand trust and consumer–brand relationship

Arachchi¹

2022

IRJMS

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“…According to the social exchange theory, people want to reciprocate the benefit gained from social exchanges, such as an unofficial conversation between two people (Blau, 1986). Social behavior represents an exchange between two parties, and the rewarding actions of others shape an individual's behavior (Lakmali & Kajendra, 2021). When customers think that service employees adapt their behavior to fulfill their wants, they become more likely to respond with tolerance and feedback (Fernandes & Cruzeiro, 2022).…”

Section: Customer-employee Rapport and Value Co-creationmentioning

confidence: 99%

“…Tourists' characteristics and relationships with service providers shape participation in value creation because value is co-created by customers and service personnel in an interactive service environment (Assiouras et al, 2019). However, relatively little is known about personality characteristics' role in customer-employee interactions (Medler-Liraz, 2020) and in value co-creation (Lakmali & Kajendra, 2021). As value co-creation represents an interactive framework that redesigns customers' roles in a complex service environment (Olya et al, 2022), understanding customers' perspectives is essential.…”

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confidence: 99%

Tourist personality, value co‐creation, and emotional well‐being

Uslu,

Tosun

2023

Int J Consumer Studies

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This study aimed to examine value co‐creation as a predictor of customer satisfaction and emotional well‐being using a comprehensive research model. It investigated the personal (customer extraversion and agreeableness) and situational (customer–employee rapport) variables that influence value co‐creation (customer participation and citizenship behaviors) and, consequently, lead to customer satisfaction and emotional well‐being. The tourism sector was selected for the study because value co‐creation, satisfaction, and emotional well‐being are crucial for hotel managers and academic researchers in the dynamic and competitive service environment. Around 400 tourists in Turkey participated in the field research. Data analysis with partial least squares structural equation modeling showed that extraversion and agreeableness positively influenced customer–employee rapport and value co‐creation; agreeable and extroverted customers are more likely to positively interact with the service staff and engage in value co‐creation. Customer–employee rapport positively affects value co‐creation, customer satisfaction, and emotional well‐being. Value co‐creation has a significant positive impact on customer satisfaction and emotional well‐being. The results contribute to the literature by testing an original model illustrating customers' role in value co‐creation. Customer personalities shape value co‐creation in dyadic exchange relationships. Their personalities, behaviors, and interactions during the service process shape their satisfaction and emotional well‐being. This study contributes to the social exchange theory and service‐dominant logic perspectives by providing empirical evidence regarding the significant direct impact of value co‐creation on tourists' emotional well‐being.

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“…Several scholars emphasize the relationship between Big Five personality traits and attitudes toward sports tourism [116]. For instance, Lakmali and Kajendra [117] claimed that neuroticism is a stable and enduring personality across various situations, specifically in a tourism context. Dedeoglu et al [118] argue that tourists with a high level of neuroticism would likely be more anxious and have low self-esteem.…”

Section: The Big Five Personality Traitsmentioning

confidence: 99%

Local Support on Sports Tourism Development: An Integration of Emotional Solidarity and Social Exchange Theory

et al. 2022

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Globally, sports tourism is considered a vital type of tourism that combines sports and tourism to attract tourists, contribute to the economy, and promote local culture. Despite its straightforward relevance, the current literature finds some drawbacks of the social exchange theory (SET) in modeling local support in tourism development, particularly when dealing with emotional interactions among tourists and locals. Thus, this study integrates the emotional solidarity construct (i.e., welcoming nature, sympathetic understanding, and emotional closeness), residents’ attitudes, and the extension of SET (i.e., support for sports tourism, community contribution, and future support for sports tourism development) to model the residents’ support for future sports tourism development, with personality traits as a moderating variable between emotional solidarity and attitude. This study uses random sampling to obtain the response from 1004 residents in Danao City (Philippines)—an emerging destination for sporting events. Furthermore, partial least squares—structural equation modeling (PLS-SEM) is utilized to examine the direct relationships among the exogenous and endogenous constructs and the moderating effect of personality traits (i.e., Big Five personality traits). The results revealed that all direct relationships were supported, indicating that those emotional interactions among tourists and residents would affect the latter’s view on their support for sports tourism which would consequently translate to support for future development agenda. However, the moderating effect of the personality traits was not supported. Furthermore, a multigroup analysis was conducted to gain more profound implications on the varying attitudes of the residents towards sports tourism. Based on the study’s findings, insights were drawn for governments to design specific measures for developing sports tourism in view of local support.

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The role of personality traits in promoting customer citizenship behaviour: special reference to the homestay tourism context in Sri Lanka

Cited by 11 publications

References 77 publications

Does perceived corporate citizenship affect on purchasing intention during the COVID-19 pandemic? Across the mediation impact of brand trust and consumer–brand relationship

Does perceived corporate citizenship affect on purchasing intention during the COVID-19 pandemic? Across the mediation impact of brand trust and consumer–brand relationship

Tourist personality, value co‐creation, and emotional well‐being

Local Support on Sports Tourism Development: An Integration of Emotional Solidarity and Social Exchange Theory

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