FACTORS AFFECTING CUSTOMER VALUE COCREATION BEHAVIOR A CASE OF TOURISM INDUSTRY

http://dx.doi.org/10.31703/gmsr.2020(V-IV).03      10.31703/gmsr.2020(V-IV).03      Published : Dec 4
Authored by : AzizUr RehmanRana , AmirGulzar , AmjadShamim

03 Pages : 23-30

References

  • Agrawal, A. K., & Rahman, Z. (2015). Roles and resource contributions of customers in value co- creation. International Strategic Management Review, 3(1-2), 144-160.
  • Ahn, J., Lee, C. K., Back, K. J., & Schmitt, A. (2019). Brand experiential value for creating integrated resort customers' co-creation behavior. International journal of hospitality management, 81, 104-112.
  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
  • Argyriou, E., & Melewar, T. C. (2011). Consumer attitudes revisited: A review of attitude theory in marketing research. International Journal of Management Reviews, 13(4), 431-451.
  • Bandura, A. (1997). The anatomy of stages of change. American journal of health promotion: AJHP, 12(1), 8-10.
  • Barczak, G., Ellen, P. S., & Pilling, B. K. (1997). Developing typologies of consumer motives for use of technologically based banking services. Journal of business research, 38(2), 131-139.
  • Bettman, J. R., Luce, M. F., & Payne, J. W. (1998). Constructive consumer choice processes. Journal of consumer research, 25(3), 187-217
  • Bettman, A. (1983). On the robustness of LISREL (maximum likelihood estimation) against small sample size and non-normality.
  • Burnasheva, R., Suh, Y. G., & Villalobos-Moron, K. (2019). Sense of community and social identity effect on brand love: Based on the online communities of a luxury fashion brands. Journal of Global Fashion Marketing, 10(1), 50-65.
  • Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services. International Journal of Contemporary Hospitality Management.
  • Chathoth, P., Altinay, L., Harrington, R. J., Okumus, F., & Chan, E. S. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management, 32, 11-20.
  • Coulter, K. S., Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review.
  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace 1. Journal of applied social psychology, 22(14), 1111-1132.
  • Emerson, R. M. (1976). Social exchange theory. Annual review of sociology, 2(1), 335-362.
  • Folkman, S., & Lazarus, R. S. (1984). Stress, appraisal, and coping (pp. 150-153). New York: Springer Publishing Company.
  • Forgas, J. P., Bower, G. H., & Moylan, S. J. (1990). Praise or blame? Affective influences on attributions for achievement. Journal of Personality and Social Psychology, 59(4), 809.
  • Forsström, B., & Törnroos, J. Å. (2005). The role of interdependencies for value co-creation in buyer- seller partnerships in business markets. In 21st Annual IMP Conference, Rotterdam, September.
  • Gist, M. E., & Mitchell, T. R. (1992). Self-efficacy: A theoretical analysis of its determinants and malleability. Academy of Management review, 17(2), 183-211.
  • Grönroos, C. (2008, December). Adopting a service business logic in relational business-to-business marketing: value creation, interaction and joint value co-creation. In Otago forum (Vol. 2, No. 9, pp. 269-287).
  • Grönroos, C., & Gummerus, J. (2014). The service revolution and its marketing implications: service logic vs service-dominant logic. Managing service quality.
  • Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co- creation. Journal of the academy of marketing science, 41(2), 133-150.
  • Heimpel, S. A., Wood, J. V., Marshall, M. A., & Brown, J. D. (2002). Do people with low self-esteem really want to feel better? Self-esteem differences in motivation to repair negative moods. Journal of personality and social psychology, 82(1), 128.
  • Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer co-creation in new product development. Journal of service research, 13(3), 283-296.
  • Hsieh, A. T., & Yen, C. H. (2005). The effect of customer participation on service providers' job stress. The Service Industries Journal, 25(7), 891-905.
  • Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co- creation: a service system perspective. Journal of service research, 17(3), 247-261.
  • Katz, D. (1960). The functional approach to the study of attitudes. Public opinion quarterly, 24(2), 163-204.
  • Keller, K. L. (2003). Brand synthesis: The multidimensionality of brand knowledge. Journal of consumer research, 29(4), 595-600.
  • Kelloway, E. K. (1998). Using LISREL for structural equation modeling: A researcher's guide. Sage.
  • Kim, K. H., Kim, J. S., & Han, I. S. (2008). U.S. Patent Application No. 11/892,137.
  • Lee, Y. L., Pan, L. Y., Hsu, C. H., & Lee, D. C. (2019). Exploring the sustainability correlation of value Co-creation and customer loyalty-A case study of fitness clubs. Sustainability, 11(1), 97.
  • Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: reactions, reflections and refinements. Marketing theory, 6(3), 281-288.
  • McMillan, D. W., & Chavis, D. M. (1986). Sense of community: A definition and theory. Journal of community psychology, 14(1), 6-23.
  • Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of marketing, 69(2), 61-83.
  • Peterson, N. A., Speer, P. W., & McMillan, D. W. (2008). Validation of a brief sense of community scale: Confirmation of the principal theory of sense of community. Journal of community psychology, 36(1), 61-73
  • Prahalad, C. K., & Ramaswamy, V. (2000). Co-opting customer competence. Harvard business review, 78(1), 79-90.
  • Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of interactive marketing, 18(3), 5-14.
  • Randall, R., Ramaswamy, V., & Ozcan, K. (2013). Strategy and co-creation thinking. Strategy & Leadership.
  • Reed II, A., Wooten, D. B., & Bolton, L. E. (2002). The temporary construction of consumer attitudes. Journal of Consumer Psychology, 12(4), 375-388.
  • Regan, D. T., & Fazio, R. (1977). On the consistency between attitudes and behavior: Look to the method of attitude formation. Journal of experimental social psychology, 13(1), 28-45
  • Rowley, J., Kupiec-Teahan, B., & Leeming, E. (2007). Customer community and co-creation: a case study. Marketing Intelligence & Planning.
  • Shamim, A., Ghazali, Z., & Albinsson, P. A. (2017). Construction and validation of customer value co-creation attitude scale. Journal of Consumer Marketing.
  • Shavitt, S. (1990). The role of attitude objects in attitude functions. Journal of Experimental Social Psychology, 26(2), 124-148.
  • Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220.
  • Touré-Tillery, M., & Fishbach, A. (2014). How to measure motivation: A guide for the experimental social psychologist. Social and Personality Psychology Compass, 8(7), 328-341.
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of service research, 13(3), 253-266.
  • Vargo, S. L. (2008). Customer integration and value creation: paradigmatic traps and perspectives. Journal of service research, 11(2), 211-215.
  • Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of marketing, 68(1), 1-17.
  • Wang, G., & Netemeyer, R. G. (2002). The effects of job autonomy, customer demandingness, and trait competitiveness on salesperson learning, self-efficacy, and performance. Journal of the Academy of Marketing Science, 30(3), 217-228.
  • Xiao, M., Ma, Q., & Li, M. (2019). Research on value co-creation behavior in service industry based on the theory of planned behavior. International Journal of Internet Manufacturing and Services, 6(2), 185-198.
  • Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business research, 66(9), 1279-1284.
  • Zadeh, A. H., Zolfagharian, M., & Hofacker, C. F. (2019). Customer-customer value co-creation in social media: conceptualization and antecedents. Journal of Strategic Marketing, 27(4), 283-302.

References

  • Agrawal, A. K., & Rahman, Z. (2015). Roles and resource contributions of customers in value co- creation. International Strategic Management Review, 3(1-2), 144-160.
  • Ahn, J., Lee, C. K., Back, K. J., & Schmitt, A. (2019). Brand experiential value for creating integrated resort customers' co-creation behavior. International journal of hospitality management, 81, 104-112.
  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
  • Argyriou, E., & Melewar, T. C. (2011). Consumer attitudes revisited: A review of attitude theory in marketing research. International Journal of Management Reviews, 13(4), 431-451.
  • Bandura, A. (1997). The anatomy of stages of change. American journal of health promotion: AJHP, 12(1), 8-10.
  • Barczak, G., Ellen, P. S., & Pilling, B. K. (1997). Developing typologies of consumer motives for use of technologically based banking services. Journal of business research, 38(2), 131-139.
  • Bettman, J. R., Luce, M. F., & Payne, J. W. (1998). Constructive consumer choice processes. Journal of consumer research, 25(3), 187-217
  • Bettman, A. (1983). On the robustness of LISREL (maximum likelihood estimation) against small sample size and non-normality.
  • Burnasheva, R., Suh, Y. G., & Villalobos-Moron, K. (2019). Sense of community and social identity effect on brand love: Based on the online communities of a luxury fashion brands. Journal of Global Fashion Marketing, 10(1), 50-65.
  • Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services. International Journal of Contemporary Hospitality Management.
  • Chathoth, P., Altinay, L., Harrington, R. J., Okumus, F., & Chan, E. S. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management, 32, 11-20.
  • Coulter, K. S., Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review.
  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace 1. Journal of applied social psychology, 22(14), 1111-1132.
  • Emerson, R. M. (1976). Social exchange theory. Annual review of sociology, 2(1), 335-362.
  • Folkman, S., & Lazarus, R. S. (1984). Stress, appraisal, and coping (pp. 150-153). New York: Springer Publishing Company.
  • Forgas, J. P., Bower, G. H., & Moylan, S. J. (1990). Praise or blame? Affective influences on attributions for achievement. Journal of Personality and Social Psychology, 59(4), 809.
  • Forsström, B., & Törnroos, J. Å. (2005). The role of interdependencies for value co-creation in buyer- seller partnerships in business markets. In 21st Annual IMP Conference, Rotterdam, September.
  • Gist, M. E., & Mitchell, T. R. (1992). Self-efficacy: A theoretical analysis of its determinants and malleability. Academy of Management review, 17(2), 183-211.
  • Grönroos, C. (2008, December). Adopting a service business logic in relational business-to-business marketing: value creation, interaction and joint value co-creation. In Otago forum (Vol. 2, No. 9, pp. 269-287).
  • Grönroos, C., & Gummerus, J. (2014). The service revolution and its marketing implications: service logic vs service-dominant logic. Managing service quality.
  • Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co- creation. Journal of the academy of marketing science, 41(2), 133-150.
  • Heimpel, S. A., Wood, J. V., Marshall, M. A., & Brown, J. D. (2002). Do people with low self-esteem really want to feel better? Self-esteem differences in motivation to repair negative moods. Journal of personality and social psychology, 82(1), 128.
  • Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer co-creation in new product development. Journal of service research, 13(3), 283-296.
  • Hsieh, A. T., & Yen, C. H. (2005). The effect of customer participation on service providers' job stress. The Service Industries Journal, 25(7), 891-905.
  • Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co- creation: a service system perspective. Journal of service research, 17(3), 247-261.
  • Katz, D. (1960). The functional approach to the study of attitudes. Public opinion quarterly, 24(2), 163-204.
  • Keller, K. L. (2003). Brand synthesis: The multidimensionality of brand knowledge. Journal of consumer research, 29(4), 595-600.
  • Kelloway, E. K. (1998). Using LISREL for structural equation modeling: A researcher's guide. Sage.
  • Kim, K. H., Kim, J. S., & Han, I. S. (2008). U.S. Patent Application No. 11/892,137.
  • Lee, Y. L., Pan, L. Y., Hsu, C. H., & Lee, D. C. (2019). Exploring the sustainability correlation of value Co-creation and customer loyalty-A case study of fitness clubs. Sustainability, 11(1), 97.
  • Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: reactions, reflections and refinements. Marketing theory, 6(3), 281-288.
  • McMillan, D. W., & Chavis, D. M. (1986). Sense of community: A definition and theory. Journal of community psychology, 14(1), 6-23.
  • Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of marketing, 69(2), 61-83.
  • Peterson, N. A., Speer, P. W., & McMillan, D. W. (2008). Validation of a brief sense of community scale: Confirmation of the principal theory of sense of community. Journal of community psychology, 36(1), 61-73
  • Prahalad, C. K., & Ramaswamy, V. (2000). Co-opting customer competence. Harvard business review, 78(1), 79-90.
  • Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of interactive marketing, 18(3), 5-14.
  • Randall, R., Ramaswamy, V., & Ozcan, K. (2013). Strategy and co-creation thinking. Strategy & Leadership.
  • Reed II, A., Wooten, D. B., & Bolton, L. E. (2002). The temporary construction of consumer attitudes. Journal of Consumer Psychology, 12(4), 375-388.
  • Regan, D. T., & Fazio, R. (1977). On the consistency between attitudes and behavior: Look to the method of attitude formation. Journal of experimental social psychology, 13(1), 28-45
  • Rowley, J., Kupiec-Teahan, B., & Leeming, E. (2007). Customer community and co-creation: a case study. Marketing Intelligence & Planning.
  • Shamim, A., Ghazali, Z., & Albinsson, P. A. (2017). Construction and validation of customer value co-creation attitude scale. Journal of Consumer Marketing.
  • Shavitt, S. (1990). The role of attitude objects in attitude functions. Journal of Experimental Social Psychology, 26(2), 124-148.
  • Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220.
  • Touré-Tillery, M., & Fishbach, A. (2014). How to measure motivation: A guide for the experimental social psychologist. Social and Personality Psychology Compass, 8(7), 328-341.
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of service research, 13(3), 253-266.
  • Vargo, S. L. (2008). Customer integration and value creation: paradigmatic traps and perspectives. Journal of service research, 11(2), 211-215.
  • Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of marketing, 68(1), 1-17.
  • Wang, G., & Netemeyer, R. G. (2002). The effects of job autonomy, customer demandingness, and trait competitiveness on salesperson learning, self-efficacy, and performance. Journal of the Academy of Marketing Science, 30(3), 217-228.
  • Xiao, M., Ma, Q., & Li, M. (2019). Research on value co-creation behavior in service industry based on the theory of planned behavior. International Journal of Internet Manufacturing and Services, 6(2), 185-198.
  • Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business research, 66(9), 1279-1284.
  • Zadeh, A. H., Zolfagharian, M., & Hofacker, C. F. (2019). Customer-customer value co-creation in social media: conceptualization and antecedents. Journal of Strategic Marketing, 27(4), 283-302.

Cite this article

APA

    APA : Rana, A. U. R., Gulzar, A., & Shamim, A. (2020). Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry. Global Management Sciences Review, V(IV), 23-30. https://doi.org/10.31703/gmsr.2020(V-IV).03

CHICAGO

    CHICAGO : Rana, Aziz Ur Rehman, Amir Gulzar, and Amjad Shamim. 2020. "Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry." Global Management Sciences Review, V (IV): 23-30 doi: 10.31703/gmsr.2020(V-IV).03

HARVARD

    HARVARD : RANA, A. U. R., GULZAR, A. & SHAMIM, A. 2020. Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry. Global Management Sciences Review, V, 23-30.

MHRA

    MHRA : Rana, Aziz Ur Rehman, Amir Gulzar, and Amjad Shamim. 2020. "Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry." Global Management Sciences Review, V: 23-30

MLA

    MLA : Rana, Aziz Ur Rehman, Amir Gulzar, and Amjad Shamim. "Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry." Global Management Sciences Review, V.IV (2020): 23-30 Print.

OXFORD

    OXFORD : Rana, Aziz Ur Rehman, Gulzar, Amir, and Shamim, Amjad (2020), "Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry", Global Management Sciences Review, V (IV), 23-30

TURABIAN

    TURABIAN : Rana, Aziz Ur Rehman, Amir Gulzar, and Amjad Shamim. "Factors Affecting Customer Value Co-Creation Behavior: A Case of Tourism Industry." Global Management Sciences Review V, no. IV (2020): 23-30. https://doi.org/10.31703/gmsr.2020(V-IV).03