Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

How B&B experience affects customer value cocreation under the social servicescape: an emotional psychological perspective

How B&B experience affects customer value cocreation under the social servicescape: an emotional... This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape (SSC).Design/methodology/approachA moderated chain mediation model was constructed based on the SSC framework. This study collected 722 valid questionnaires through convenience sampling in Xiamen, China, and tourists with B&B experiences were taken as samples. A structural equation model analysis was used to test relevant hypotheses.FindingsResults reveal that B&B experience is the core factor to stimulate CVCC. In this process, the individual emotional psychological factors [pleasant arousal (PAL) and place attachment (PAT)] play the critical chain mediating role. In addition, localness positively moderates the reinforcing effect of B&B experience on PAL and strengthens the positive effect of PAL on PAT.Practical implicationsThe findings can provide useful CVCC strategies for B&B operators. They can achieve CVCC by enhancing customer experiences, strengthening emotional interactions and building local culture, thereby improving the competitiveness of B&Bs.Originality/valueCurrent research lacks an in-depth analysis on the internal relationship and logic between B&B experience and CVCC, especially from emotional psychological perspectives. To the best of the authors’ knowledge, this study is one of the first studies to reveal the mechanism of the CVCC process of B&Bs under the SSC from an emotional psychological perspective. It provides a new theoretical model for research on the CVCC of experience-dominant logic. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Tourism Review Emerald Publishing

How B&B experience affects customer value cocreation under the social servicescape: an emotional psychological perspective

Wang, Mei-Yu; Li, Yong-Quan; Ruan, Wen-Qi; Zhang, Shu-Ning
Tourism Review , Volume 78 (1): 17 – Jan 20, 2023
Download PDF
17 pages

Loading next page...
 
/lp/emerald-publishing/how-b-b-experience-affects-customer-value-cocreation-under-the-social-WzLGB0OSns
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1660-5373
eISSN
1660-5373
DOI
10.1108/tr-05-2022-0218
Publisher site
See Article on Publisher Site

Abstract

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape (SSC).Design/methodology/approachA moderated chain mediation model was constructed based on the SSC framework. This study collected 722 valid questionnaires through convenience sampling in Xiamen, China, and tourists with B&B experiences were taken as samples. A structural equation model analysis was used to test relevant hypotheses.FindingsResults reveal that B&B experience is the core factor to stimulate CVCC. In this process, the individual emotional psychological factors [pleasant arousal (PAL) and place attachment (PAT)] play the critical chain mediating role. In addition, localness positively moderates the reinforcing effect of B&B experience on PAL and strengthens the positive effect of PAL on PAT.Practical implicationsThe findings can provide useful CVCC strategies for B&B operators. They can achieve CVCC by enhancing customer experiences, strengthening emotional interactions and building local culture, thereby improving the competitiveness of B&Bs.Originality/valueCurrent research lacks an in-depth analysis on the internal relationship and logic between B&B experience and CVCC, especially from emotional psychological perspectives. To the best of the authors’ knowledge, this study is one of the first studies to reveal the mechanism of the CVCC process of B&Bs under the SSC from an emotional psychological perspective. It provides a new theoretical model for research on the CVCC of experience-dominant logic.

Journal

Tourism Review – Emerald Publishing

Published: Jan 20, 2023

Keywords: Customer value cocreation (CVCC); B&B experiences; Place attachment; Social servicescape framework; Process mechanism; 民宿体验; 顾客价值共创; 地方依恋; 社会服务场景框架; 过程机理; Cocreación de valor Para el cliente; Experiencia en B&B; Apego al lugar; marco social del modelo de servicescape; Mecanismo del proceso

References

  • Brand experiential value for creating integrated resort customers' co-creation behavior
    Ahn, J.; Lee, C.K.; Back, K.J.; Schmitt, A.
  • Value co-creation and customer citizenship behavior
    Assiouras, I.; Skourtis, G.; Giannopoulos, A.; Buhalis, D.; Koniordos, M.
  • Predicting the intention to use consumer-generated media for travel planning
    Ayeh, J.K.; Au, N.; Law, R.
  • Managing the experience co-creation process in tourism destinations: empirical findings from Naples
    Buonincontri, P.; Morvillo, A.; Okumus, F.; van Niekerk, M.
  • Co-created value: multidimensional scale and nomological network
    Busser, J.A.; Shulga, L.V.
  • The impact of bed and breakfast atmosphere, customer experience, and customer value on customer voluntary performance: a survey in Taiwan
    Chen, J.L.
  • Residents' place attachment and word-of-mouth behaviours: a tale of two cities
    Chen, N.; Larry, D.; Tracey, F.
  • Influences of price, service convenience, and social servicescape on post-purchase process of capsule hotels
    Chiang, C.F.
  • Complaining practices on social media in tourism: a value co-creation and co-destruction perspective
    Dolan, R.; Seo, Y.; Kemper, J.
  • Value co-creation in sustainable tourism: a service-dominant logic approach
    Font, X.; English, R.; Gkritzali, A.; Tian, W.S.
  • Social servicescape’s impact on customer perceptions of the hospitality brand- the role of branded social cues
    Garmaroudi, S.A.; King, C.; Lu, L.
  • The impact of value co-creation on hotel brand equity and customer satisfaction
    González-Mansilla, Ó.; Berenguer-Contrí, G.; Serra-Cantallops, A.
  • Modelling competitive advantage using the concepts of big data and social media to develop a sustainability strategy
    Horng, J.S.; Liu, C.H.; Chou, S.F.; Yu, T.Y.; Ng, Y.L.
  • Local residents’ contribution to tourist experiences: a community perspective from Garmisch-Partenkirchen, Germany
    Huber, D.; Gross, S.
  • Bed and breakfast lodging development in mainland China: who is the potential customer?
    Jones, D.L.; Guan, J.J.
  • An investigation of the diners' brand love in the value co-creation process
    Junaid, M.; Hussain, K.; Asghar, M.M.; Javed, M.; Hou, F.; Liu, T.
  • The effect of guesthouse interaction and physical environment quality on satisfaction and loyalty: the case of foreign tourists
    Kim, S.I.; Lee, J.S.; Jeong, C.
  • Consumer-based brand equity (CBBE) in the context of an international stopover destination: perceptions of Dubai in France and Australia
    Kotsi, F.; Pike, S.; Gottlieb, U.
  • Knowledge mapping of sharing accommodation: a bibliometric analysis
    La, L.; Xu, F.; Buhalis, D.
  • From desktop to destination: user-generated content platforms, co-created online experiences, destination image and satisfaction
    Lam, J.M.S.; Ismail, H.; Lee, S.
  • Effect of B&B host responses to online reviews: on subsequent reviews the moderating effects of class level
    Lan, T.; Feng, X.; Zeng, Z.
  • How does artificial intelligence enable and enhance value co-creation in industrial markets? An exploratory case study in the healthcare ecosystem
    Leone, D.; Schiavone, F.; Appio, F.P.; Chiao, B.
  • The effects of the winery visitor experience on emotions, satisfaction and on post-visit behaviour intentions
    Leri, I.; Theodoridis, P.
  • Social servicescape and Asian students: an analysis of spring break island bed and breakfast experiences in Taiwan
    Lin, Y.C.; Lai, H.J.; Morrison, A.M.
  • The role of the rural tourism experience economy in place attachment and behavioral intentions
    Loureiro, S.M.C.
  • The effect of co-creation experience on outcome variable
    Mathis, E.F.; Kim, H.L.; Uysal, M.; Sirgy, J.M.; Prebensen, N.K.
  • Using net-based ethnography (netnography) to understand the staging and marketing of ‘Authentic African’ dining experiences to tourists at Victoria falls
    Mkono, M.
  • The accommodation experiencescape: a comparative assessment of hotels and Airbnb
    Mody, M.A.; Suess, C.; Lehto, X.
  • Co-creation in tourism: a systematic mapping study
    Mohammadi, F.; Yazdani, H.R.; Jami Pour, M.; Soltani, M.
  • In-store music and aroma influences on shopper behavior and satisfaction
    Morrison, M.; Gan, S.; Dubelaar, C.; Oppewal, H.
  • Perceptions of authenticity in a Malaysian homestay–a narrative analysis
    Mura, P.
  • Predictive linkages between recreation specialization and place attachment
    Oh, C.O.; Lyu, S.O.; Hammitt, W.E.
  • Community-based tourism homestays' capacity to advance the sustainable development goals: a holistic sustainable livelihood perspective
    Pasanchaya, K.; Schott, C.
  • Common method biases in behavioral research: a critical review of the literature and recommended remedies
    Podsakoff, P.M.; Mackenzie, S.B.; Lee, J.Y.; Podsakoff, N.P.
  • Computational tools for probing interactions in multiple linear regression, multilevel modeling, and latent curve analysis
    Preacher, K.J.; Curran, P.J.; Bauer, D.J.
  • Food-and-wine experiences towards co-creation in tourism
    Rachão, S.A.S.; Breda, Z.; Fernandes, C.; Joukes, V.
  • Practice-based segmentation: taxonomy of C2C co-creation practice segments
    Rihova, I.; Moital, M.; Buhalis, D.; Gouthro, M.
  • Hotel attributes: asymmetries in guest payments and gains-A stated preference approach
    Román, C.; Martín, J.C.
  • A new path for building hotel brand equity: the impacts of technological competence and service innovation implementation through perceived value and trust
    Ruan, W.Q.; Zhang, S.N.; Liu, C.H.; Li, Y.Q.
  • Construction and validation of customer value co-creation attitude scale
    Shamim, A.; Ghazali, Z.; Albinsson, P.A.
  • Chinese traditional village residents’ behavioural intention to support tourism: an extended model of the theory of planned behaviour
    Shen, K.; Shen, H.
  • Value creation and knowledge development in tourism experience encounters
    Sørensen, F.; Jensen, J.F.
  • Negative memorable experience: North American and British Airbnb guests’ perspectives
    Sthapit, E.; Björk, P.; Jiménez Barreto, J.
  • Place attachment to pseudo establishments: an application of the stimulus-organism-response paradigm to themed hotels
    Sun, J.; Chen, P.; Ren, L.; Shih, E.H.; Ma, C.; Wang, H.; Ha, N.
  • The co-creation/place attachment nexus
    Suntikul, W.; Jachna, T.
  • Can tour leader likability enhance tourist value co-creation behaviors? The role of attachment
    Teng, H.; Tsai, C.
  • The social servicescape: a conceptual model
    Tombs, A.G.; McColl-kennedy, J.R.
  • Memorable tourist experiences and place attachment when consuming local food
    Tsai, C.T.
  • Impacts of peer-to-peer accommodation use on travel patterns
    Tussyadiah, I.P.; Pesonen, J.
  • Standing out from the crowd – an exploration of signal attributes of Airbnb listings
    Yao, B.; Qiu, R.T.R.; Fan, D.X.F.; Liu, A.; Buhalis, D.
  • Customer value co-creation behavior: scale development and validation
    Yi, Y.; Gong, T.
  • Experience value cocreation on destination online platforms
    Zhang, H.; Gordon, S.; Buhalis, D.; Ding, X.
  • How does authenticity enhance flow experience through perceived value and involvement: the moderating roles of innovation and cultural identity
    Zhang, S.N.; Li, Y.Q.; Liu, C.H.; Ruan, W.Q.