Co-creation with clients of hotel services: the moderating role of top management support
| Autor: | Primitiva Pascual-Fernández, María Leticia Santos-Vijande, José Ángel López-Sánchez |
|---|---|
| Rok vydání: | 2015 |
| Předmět: |
Service (business)
Service quality Exploit business.industry media_common.quotation_subject 05 social sciences Geography Planning and Development Hospitality industry Structural equation modeling Tourism Leisure and Hospitality Management 0502 economics and business Co-creation Top management 050211 marketing Quality (business) Business Marketing 050203 business & management media_common |
| Zdroj: | Current Issues in Tourism. 21:301-327 |
| ISSN: | 1747-7603 1368-3500 |
| DOI: | 10.1080/13683500.2015.1078781 |
| Popis: | Hotels can strengthen their competitiveness by expanding their innovation process beyond the boundaries of the firm to exploit the valuable knowledge and skills of their customers. This study examines the effects of new service (NS) co-creation with customers in the hotel industry on NS performance, as well as the moderating role of top management support. The research also explores the main barriers faced by hotels to co-create service innovations. Partial least squares structural equation modelling results indicate that Customer co-creation exerts a direct impact on NS market outcomes and NS development (NSD) speed, which in turn favours NS quality. NS quality translates into better NS customer-related outcomes as well as in improved NS market outcomes. Top management support enhances the effect of Customer co-creation on the NSD speed. The main barrier to NS co-creation in hotels is to find customers interested in devoting time to this activity or with the appropriate knowledge and experience. |
| Databáze: | OpenAIRE |
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