Low and high outcome quality in co-created hospitality services: Two explanations for consumer satisfaction

IF 4.5 3区 管理学 Q1 BUSINESS Journal of Vacation Marketing Pub Date : 2023-06-18 DOI:10.1177/13567667231181466
Rocío Alarcón-López, I. López-López, S. Ruiz-de-Maya
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Abstract

Nowadays, co-creation is a significant trend in the hospitality industry. Through two experiments, this paper investigates the effects of low and high outcome quality resulting from co-creation on consumer satisfaction. In particular, we examine engagement and emotions as the underlying mechanisms that mediate the relationship between outcome quality and satisfaction. Our findings build upon a service-dominant logic framework and indicate that outcome quality influences customer satisfaction, with emotions acting as a mediator for low-quality outcomes and engagement as a mediator for high-quality outcomes. Interestingly, engagement operates in low outcome quality settings and partly compensates for a suboptimal result, highlighting the key role co-creation can play in the event of a failed encounter. This article contributes to co-creation literature as well as to the ongoing methodological debate on emotion measurement. In addition, it offers managerial insightful directions for hospitality companies.
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共同创造的酒店服务的低质量和高质量:消费者满意度的两种解释
如今,共同创造是酒店业的一个重要趋势。本文通过两个实验,考察了共同创造的高、低结果质量对消费者满意度的影响。特别是,我们研究了参与和情绪作为调解结果质量和满意度之间关系的潜在机制。我们的研究结果建立在服务主导的逻辑框架之上,表明结果质量影响顾客满意度,情绪作为低质量结果的中介,而投入作为高质量结果的中介。有趣的是,粘性在低结果质量的环境中发挥作用,并在一定程度上弥补了次优结果,突出了共同创造在失败遭遇中可以发挥的关键作用。这篇文章有助于共同创造的文献,以及正在进行的关于情绪测量的方法论辩论。此外,它还为酒店管理公司提供了有见地的管理指导。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
9.70
自引率
15.70%
发文量
54
期刊介绍: Journal of Vacation Marketing is a fully peer reviewed international journal that publishes original research and review articles on topics relating to the marketing of destinations and businesses/organisations involved in the wider tourism, hospitality and events industries. Its objective is to provide a forum for the publication of refereed academic papers and reviewed practitioner papers which are of direct relevance to industry, while meeting the highest standards of intellectual rigour.
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