宽恕
价值(数学)
同情
业务
共同创造
员工敬业度
服务(商务)
沉默
心理学
营销
公共关系
社会心理学
政治学
哲学
机器学习
计算机科学
法学
美学
作者
Evans Asante Boadi,Zheng He,Collins Opoku Antwi,Md Altab Hossin,Josephine Bosompem,Robert Ebo Hinson,Victoria Atuobuah Boadi
标识
DOI:10.1016/j.jretconser.2021.102898
摘要
Value co-creation (VC) is generally considered as having mutually beneficial implications for all actors involved. Nonetheless, emerging evidence on value co-destruction and its consequences on the wellbeing of co-creating actors implies that narrowing down on specific fallouts of this process is needed for managerial interventions. This paper contributes to the value-co-creation literature by exploring the relationship between customer participation in VC on some difficult to detect employee service behaviors: workaholism and fear-based silence. The extent to which employee trust (TRS) in employee – hotel relationship moderates these relations is assessed. While the findings from 422 frontline employee-customer data within luxury hotels in Ghana support a negative effect of VC on fear-based silence and workaholism, TRS buffered these effects. We recommend that VC in service failure and recovery be approached with tact, compassion, and forgiveness.
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