客户资产
业务
营销
品牌资产
顾客满意度
感知
价值(数学)
顾客价值
客户保留
顾客惊喜
共同创造
衡平法
顾客终身价值
服务质量
微观经济学
经济
心理学
服务(商务)
计算机科学
机器学习
神经科学
利润(经济学)
法学
政治学
作者
Oscar Luis González-Mansilla,Gloria Berenguer‐Contrí,Antoni Serra Cantallops
标识
DOI:10.1016/j.tourman.2019.04.024
摘要
Value co-creation with customers has emerged as a relevant topic at both academic and managerial level. Considering the positive outcomes derived from value co-creation, firms should learn how to properly manage this process which requires active customer involvement and this paper demonstrates that the level of customer participation (CP) depends to a large extent on their perception of how the hotel favours the process of value co-creation (CcV). Our model also proves the customer perception of the hotel's process of value co-creation has a positive impact on the hotel's brand equity (BE) whereas customer participation positively affects the customer's perceived value (PV). Additionally, both brand equity and perceived value are positively linked with customer satisfaction (CS). The findings indicate the moderating effect of customers' prior experience with the hotel chain in reference to some of the relationships considered (CcV→BE→CS and PV→CS).
科研通智能强力驱动
Strongly Powered by AbleSci AI