Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship

Boadi, Evans Asante; He, Zheng; Antwi, Collins Opoku; Hossin, Md Altab; Bosompem, Josephine; Hinson, Robert Ebo; Boadi, Victoria Atuobuah

doi:10.1016/j.jretconser.2021.102898

Cited by 28 publications

(13 citation statements)

References 59 publications

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“…There is no clarity on the effectiveness of CP in service recovery because previous studies show mixed results. For example, many studies report favourable effects of CP (Dong et al ., 2008; Asante et al ., 2022), whilst others show its damaging effects (Blut et al ., 2020; Jiang et al ., 2019). Thus, this study strives to provide a compelling explanation for those inconsistent empirical findings and indicates that the effect of CP is more nuanced and complex.…”

Section: Discussionmentioning

confidence: 99%

“…Whilst many studies highlight the positive role of CP in service recovery (Dong et al, 2008;Asante et al, 2022), others show its detrimental influence (Blut et al, 2020;Jiang et al, 2019). These mixed results limit our understanding of the paradigm of co-created service recovery and more specifically CP in service recovery (Haumann et al, 2015).…”

Section: Moderating Role Of Customers' Positive Psychological Capitalmentioning

confidence: 99%

“…Whilst many studies highlight the positive role of CP in service recovery (Dong et al. , 2008; Asante et al. , 2022), others show its detrimental influence (Blut et al.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

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Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Alotaibi

Chaouali

Hammami

et al. 2023

IJBM

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PurposeSo far, whether customers' involvement strengthens or weakens the process of service recovery has remained unclear. Filling this gap, this study aims to investigate the effect of customers' participation on customers' post-recovery outcomes in the context of the banking industry. More specifically, this study delineates how and when customer participation (CP) proves effective in creating and enhancing favourable post-recovery outcomes.Design/methodology/approachWith the help of an online survey, this study collects responses from 314 bank customers and analyses them using SmartPLS.FindingsThe results show that customers' participation in service recovery positively affects customers' perceived utilitarian and hedonic values. Customers' perceived utilitarian and hedonic values positively influence customers' recovery satisfaction which, in turn, positively relates to their continuance intention and positive word-of-mouth (PWOM). Furthermore, customers' positive psychological capital (CPPC) positively moderates the relationship of CP in service recovery with perceived utilitarian value and hedonic value.Originality/valueThis study unveils the negative facet of co-created service recovery, which has rarely been addressed in the service recovery literature, especially in the context of the banking industry. This study demonstrates that the effectiveness of customers' participation in creating favourable post-recovery outcomes is contingent on CPPC. Moreover, this study confirms that not all customers may value customers' participation in the service recovery process.

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Section: Discussionmentioning

confidence: 99%

Section: Moderating Role Of Customers' Positive Psychological Capitalmentioning

confidence: 99%

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Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Alotaibi

Chaouali

Hammami

et al. 2023

IJBM

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“…The trust variable in this study is a predictor (strengthen) of the relationship of knowledge transfer behavior in SMEs, which is essential for organizations and individuals [73]. Thus, the innovation capability of the SMEs will occur through a strong belief in creating shared value.…”

Section: Trust As Moderating Effectmentioning

confidence: 99%

Trust as a Key Factor in Knowledge Transfer and Innovation Capabilities

2022

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The era of knowledge-based economy has created rapid changes in the business environment. Maintaining a business in that era requires innovation to maintaining its competitiveness. Innovation requires knowledge resources, where knowledge transfer plays an essential role in creating new knowledge that can be utilized to improve innovation capabilities. However, knowledge transfer is considered not a simple process because of the stickiness of knowledge, but on the other hand, knowledge transfer can be regarded as something that can happen instantly. Trust is therefore considered as the factor to strengthening the causality relationship between knowledge transfer and innovation capabilities. This study used a survey approach with Partially Least Square (PLS) data analysis techniques. The respondents in this research are SMEs of the creative industry handicraft sub-sector in the Province of DIY, Bali and North Sulawesi, which are justified as representations of Indonesia. Based on the 201 data collected, it was found that trust significantly moderated the causality relationship between knowledge transfer and innovation capabilities. Hence, knowledge transfers are needed for developing SMEs of the creative industries innovation capabilities which strengthened by the trust.

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“…One key component that marked adaptation measures at the individual, community, and national, or global level was the need for social distancing [2,3]. Like other service industries such as hospitality, travel, and tourism (HTT) [4][5][6][7][8], universities depend on social interaction, for the most part, to contribute to society. However, the high transmissibility of the disease and the attendant urgency to defeat it through breaking the chain (i.e., social distancing) [9,10] completely transformed the character of academic engagements, especially those between international students in China [40][41][42][43].…”

Section: Introductionmentioning

confidence: 99%

COVID-19 Pandemic and International Students’ Mental Health in China: Age, Gender, Chronic Health Condition and Having Infected Relative as Risk Factors

Antwi

Belle

Ntim

et al. 2022

IJERPH

Self Cite

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International students in China were among the first group of individuals to be affected by the COVID-19 pandemic. However, the pandemic’s impact on their mental health is underexplored. This study—utilizing web-based survey data (N = 381), presents preliminary reports using ANOVA and MIMIC analytic approaches. Following the clinical demarcation of the 21-item version of the Depression Anxiety Stress Scales (DASS-21), we found 24.6%, 38.3%, and 43.6% of the students to suffer mild to extreme stress, anxiety, and depression, respectively. Female students reported significantly higher levels of stress and depression than males. Older students’ reports of stress were more substantial than younger students. Students who reported having a relative infected with the virus (vs. those without) experienced significantly higher anxiety and stress. Those who reported having pre-existing chronic health condition(s) (vs. those without) also reported significantly higher stress, anxiety, and depression levels. Moreover, students with an exercise routine (vs. those without) experienced significantly lower levels of stress, anxiety, and depression. Last, our MIMIC model results indicate that foreign students’ age, gender, chronic health status, and having a relative infected with the virus constitute significant risk factors explaining variations in foreign students’ experience of psychological distress. Implications for international students’ management have been thoroughly discussed.

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Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship

Cited by 28 publications

References 59 publications

Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Trust as a Key Factor in Knowledge Transfer and Innovation Capabilities

COVID-19 Pandemic and International Students’ Mental Health in China: Age, Gender, Chronic Health Condition and Having Infected Relative as Risk Factors

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