Publication
Customer participation behavior and customer citizenship behavior in hotels: testing co-production and value-in-use as mediators
dc.contributor.author | Sadighha, Jinous | |
dc.contributor.author | Pinto, Patrícia | |
dc.contributor.author | Martins Guerreiro, Maria Manuela | |
dc.contributor.author | Campos, Ana Cláudia | |
dc.date.accessioned | 2025-02-04T13:06:11Z | |
dc.date.available | 2025-02-04T13:06:11Z | |
dc.date.issued | 2025-01-09 | |
dc.description.abstract | This 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.doi | 10.1177/14673584241310050 | |
dc.identifier.eissn | 1742-9692 | |
dc.identifier.issn | 1467-3584 | |
dc.identifier.uri | http://hdl.handle.net/10400.1/26739 | |
dc.language.iso | eng | |
dc.peerreviewed | yes | |
dc.publisher | SAGE Publications | |
dc.relation | Research Centre for Tourism, Sustainability and Well-being | |
dc.relation.ispartof | Tourism and Hospitality Research | |
dc.rights.uri | N/A | |
dc.subject | Customer participation behavior | |
dc.subject | Customer citizenship behavior | |
dc.subject | Value co-creation | |
dc.subject | Co-production | |
dc.subject | Value-in-use | |
dc.title | Customer participation behavior and customer citizenship behavior in hotels: testing co-production and value-in-use as mediators | eng |
dc.type | journal article | |
dspace.entity.type | Publication | |
oaire.awardTitle | Research Centre for Tourism, Sustainability and Well-being | |
oaire.awardURI | info:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04020%2F2020/PT | |
oaire.citation.endPage | 18 | |
oaire.citation.startPage | 1 | |
oaire.citation.title | Tourism and Hospitality Research | |
oaire.fundingStream | 6817 - DCRRNI ID | |
oaire.version | http://purl.org/coar/version/c_970fb48d4fbd8a85 | |
person.familyName | Sadighha | |
person.familyName | Pinto | |
person.familyName | Martins Guerreiro | |
person.familyName | Campos | |
person.givenName | Jinous | |
person.givenName | Patrícia | |
person.givenName | Maria Manuela | |
person.givenName | Ana Cláudia | |
person.identifier.ciencia-id | EF1A-101E-D47F | |
person.identifier.ciencia-id | 1215-D615-204C | |
person.identifier.ciencia-id | 0616-9DC2-CCD3 | |
person.identifier.ciencia-id | 9D14-5E90-B55D | |
person.identifier.orcid | 0000-0002-3153-2830 | |
person.identifier.orcid | 0000-0002-6398-9712 | |
person.identifier.orcid | 0000-0002-5816-5137 | |
person.identifier.rid | C-3197-2018 | |
person.identifier.scopus-author-id | 57200566502 | |
person.identifier.scopus-author-id | 38361439300 | |
person.identifier.scopus-author-id | 56844659700 | |
project.funder.identifier | http://doi.org/10.13039/501100001871 | |
project.funder.name | Fundação para a Ciência e a Tecnologia | |
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relation.isProjectOfPublication.latestForDiscovery | fa579efb-63c0-486e-b05d-859542b73647 |
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