Value co-creation and customer citizenship behavior

Authors: Assiouras, I., Skourtis, G., Giannopoulos, A., Buhalis, D. and Koniordos, M.

Journal: Annals of Tourism Research

Volume: 78

ISSN: 0160-7383

DOI: 10.1016/j.annals.2019.102742

Abstract:

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.

http://eprints.bournemouth.ac.uk/33102/

Source: Scopus

Value co-creation and customer citizenship behavior

Authors: Assiouras, I., Skourtis, G., Giannopoulos, A., Buhalis, D. and Koniordos, M.

Journal: ANNALS OF TOURISM RESEARCH

Volume: 78

ISSN: 0160-7383

DOI: 10.1016/j.annals.2019.102742

http://eprints.bournemouth.ac.uk/33102/

Source: Web of Science (Lite)

Value co-creation and customer citizenship behavior

Authors: Assiouras, I., Skourtis, G., Giannopoulos, A., Buhalis, D. and Koniordos, M.

Journal: Annals of Tourism Research

Volume: 78

Issue: September

ISSN: 0160-7383

Abstract:

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.

http://eprints.bournemouth.ac.uk/33102/

Source: BURO EPrints