Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance
Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance
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DOI：
10.1016/j.tourman.2012.02.002
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发表时间：
2012-12-01
影响因子：
12.7
通讯作者：
Stokburger-Sauer, Nicola E.
中科院分区：
文献类型：
--
作者：
Grissemann, Ursula S.;Stokburger-Sauer, Nicola E.
旅游业的特点是高接触服务，其中客户的共同创造发挥了重要作用。本文提出了一个顾客共创旅游服务的概念模型，并以旅行社为例对该模型进行了实证检验。应用SEM的方法，公司对客户的支持被发现显着影响客户共创的程度。共创程度进一步正向影响顾客对服务公司的满意度、顾客忠诚度和服务支出。顾客对自己的共创绩效的满意度对服务公司的满意度和服务支出的调节作用的测试表明，那些对自己的共创活动感到满意的顾客在旅行安排上花费更多，但他们对公司的满意度较低。在高接触的服务行业的共同创造的理论和实践的重要影响可以得出。(c)2012爱思唯尔有限公司保留所有权利。
The tourism industry is characterized by high-contact services in which co-creation of customers plays a major role. This paper develops a conceptual model of customer co-creation of tourism services and empirically tests this model in a travel agency context. Applying a SEM-approach, company support for customers is found to significantly affect the degree of customer co-creation. The degree of co-creation further positively affects customer satisfaction with the service company, customer loyalty, and service expenditures. A test of the moderating effect of the customers' satisfaction with their own co-creation performance on satisfaction with the service company and on service expenditures suggests that those customers who are satisfied with their co-creation activities spend more on their travel arrangements, but that they are less satisfied with the company. Important implications for co-creation theory and practice in high-contact service industries can be derived. (c) 2012 Elsevier Ltd. All rights reserved.