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Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters
Luo,Jiaqi (Gemma)1; Wong,Ip Kin Anthony2; King,Brian3; Liu,Matthew Tingchi4; Huang,Guo Qiong5
2019-03-18
Source PublicationInternational Journal of Contemporary Hospitality Management
ISSN09596119
Volume31Issue:3Pages:1309-1329
AbstractPurpose: This study draws on the service-dominant (S-D) logic paradigm to examine value co-creation and co-destruction. As these phenomena are driven by positive and negative “customer-to-customer” (C2C) interactions, this paper aims to examine their influence on tourist perceptions of service quality and how they shape affective responses toward tourism and hospitality services and brand loyalty. Design/methodology/approach: Following a comprehensive literature review, the authors used convenience sampling to gather a large sample of tourists at Shanghai Disneyland, a recently opened and already popular international tourism attraction. Structural equation modeling was used to test for direct and moderated relationships. Findings: The findings indicated that positive and negative C2C interactions have significant though differential impacts on customer responses. Furthermore, it was found that visitor arousal mediated the relationship between service quality and brand loyalty. Prior experience was identified as a moderator in the co-creation and co-destruction process during service encounters. Practical implications: This paper is one of the first to examine the concept of co-destruction in the tourism and hospitality context. It contributes to the literature by demonstrating the merits of proactive service provision by tourism operators, taking account of both the co-creation and co-destruction of value. Originality/value: The study extends the literature by taking account of both positive and negative C2C interactions when examining co-creation and co-destruction in the context of service encounters. It also contributes to knowledge by assessing the asymmetry of such interactions in the context of the customer experience.
KeywordChina Co-creation Service quality
DOI10.1108/IJCHM-12-2017-0792
URLView the original
Language英语
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被引频次[WOS]:2   [WOS记录]     [WOS相关记录]
Document TypeJournal article
专题University of Macau
Affiliation1.School of Business,East China Normal University,,Shanghai,China
2.School of Tourism Management,Sun Yet-sen University,,Zhuhai,China
3.School of Hotel and Tourism Management,Hong Kong Polytechnic University,,Kowloon,Hong Kong
4.Faculty of Business Administration,University of Macau,,Taipa,Macao
5.School of Tourism Management,Sun Yat-sen University,,Guangzhou,China
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Luo,Jiaqi ,Wong,Ip Kin Anthony,King,Brian,et al. Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters[J]. International Journal of Contemporary Hospitality Management,2019,31(3):1309-1329.
APA Luo,Jiaqi ,Wong,Ip Kin Anthony,King,Brian,Liu,Matthew Tingchi,&Huang,Guo Qiong.(2019).Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters.International Journal of Contemporary Hospitality Management,31(3),1309-1329.
MLA Luo,Jiaqi ,et al."Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters".International Journal of Contemporary Hospitality Management 31.3(2019):1309-1329.
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