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Customer participation behavior and customer citizenship behavior in hotels: testing co-production and value-in-use as mediators

dc.contributor.authorSadighha, Jinous
dc.contributor.authorPinto, Patrícia
dc.contributor.authorMartins Guerreiro, Maria Manuela
dc.contributor.authorCampos, Ana Cláudia
dc.date.accessioned2025-02-04T13:06:11Z
dc.date.available2025-02-04T13:06:11Z
dc.date.issued2025-01-09
dc.description.abstractThis study investigates customers' contribution to value co-creation by exploring the associations between customer co-creation behavior, including customer participation and customer citizenship behavior, and co-creation processes, namely, co-production and value-in-use. It combines co-creation theory with equity and social exchange theories to propose a model for customer behavior towards value co-creation. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), data were collected from tourists staying at hotels in Portugal. Results indicate that customer participation behavior envisages co-production and value-in-use, while the two forms of value co-creation subsequently improve customer citizenship behavior. Moreover, co-production enhances value-in-us. Additionally, customer participation behavior is associated with customer citizenship behavior through co-production and value-in-use. This research contributes to the co-creation theory by proving co-production and value-in-use as transforming mechanisms that turn customer participation behavior into customer citizenship behavior. Applying the proposed model as a managerial tool in hotels improves co-creation processes and boosts customer citizenship behavior.eng
dc.identifier.doi10.1177/14673584241310050
dc.identifier.eissn1742-9692
dc.identifier.issn1467-3584
dc.identifier.urihttp://hdl.handle.net/10400.1/26739
dc.language.isoeng
dc.peerreviewedyes
dc.publisherSAGE Publications
dc.relationResearch Centre for Tourism, Sustainability and Well-being
dc.relation.ispartofTourism and Hospitality Research
dc.rights.uriN/A
dc.subjectCustomer participation behavior
dc.subjectCustomer citizenship behavior
dc.subjectValue co-creation
dc.subjectCo-production
dc.subjectValue-in-use
dc.titleCustomer participation behavior and customer citizenship behavior in hotels: testing co-production and value-in-use as mediatorseng
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleResearch Centre for Tourism, Sustainability and Well-being
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04020%2F2020/PT
oaire.citation.endPage18
oaire.citation.startPage1
oaire.citation.titleTourism and Hospitality Research
oaire.fundingStream6817 - DCRRNI ID
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameSadighha
person.familyNamePinto
person.familyNameMartins Guerreiro
person.familyNameCampos
person.givenNameJinous
person.givenNamePatrícia
person.givenNameMaria Manuela
person.givenNameAna Cláudia
person.identifier.ciencia-idEF1A-101E-D47F
person.identifier.ciencia-id1215-D615-204C
person.identifier.ciencia-id0616-9DC2-CCD3
person.identifier.ciencia-id9D14-5E90-B55D
person.identifier.orcid0000-0002-3153-2830
person.identifier.orcid0000-0002-6398-9712
person.identifier.orcid0000-0002-5816-5137
person.identifier.ridC-3197-2018
person.identifier.scopus-author-id57200566502
person.identifier.scopus-author-id38361439300
person.identifier.scopus-author-id56844659700
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
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