Co-creating value with customers

A study of mobile hotel bookings in China

Jialin Snow Wu, Rob Law, Jingyan Liu

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

Purpose – This study aims to develop a framework to explain the reciprocity of the value co-creation process in mobile hotel booking context and to clarify values for customer and supplier. Design/methodology/approach – A research framework was developed based on the previous literature to derive insights on value co-creation process. Online surveys were conducted among mobile hotel bookers in China. Confirmatory factor analysis and structural equation modeling were used to test the proposed framework.
Findings – The findings suggested that suppliers should improve the values for customers (functionality, usability and perceived value) to achieve values for themselves customer lifetime value (CLV), customer knowledge value (CKV), customer referral value (CRV) and customer influencer value (CIV)]. The relation between satisfaction and CLV was moderated by the CIV from other customers. Practical implications – Suppliers should enhance customer value from the aspects of functionality, usability and perceived value to earn a competitive advantage. Moreover, for suppliers, non-transactional values such as other CIV play an increasingly critical role apart from economic value for development.
Originality/value – This study not only added empirical analysis on value co-creation in m-Tourism but also extended the current literature by validating a research model which integrates website evaluation research with Kumar et al. (2010)’s customer engagement value framework. Instead of serving as a mediator, mobile app was regarded as one of the indispensable actors involved in value co-creation.
Original languageEnglish
Pages (from-to)2056-2074
Number of pages19
JournalInternational Journal of Contemporary Hospitality Management
Volume30
Issue number4
DOIs
Publication statusPublished - 9 Apr 2018
Externally publishedYes

Fingerprint

reciprocity
empirical analysis
factor analysis
tourism
methodology
economics
modeling
China
Hotels
Value co-creation
Suppliers
test
evaluation
Usability
Customer lifetime value
Customer value
Perceived value
Functionality

Cite this

@article{cb6ea0b202974351908645da35804684,
title = "Co-creating value with customers: A study of mobile hotel bookings in China",
abstract = "Purpose – This study aims to develop a framework to explain the reciprocity of the value co-creation process in mobile hotel booking context and to clarify values for customer and supplier. Design/methodology/approach – A research framework was developed based on the previous literature to derive insights on value co-creation process. Online surveys were conducted among mobile hotel bookers in China. Confirmatory factor analysis and structural equation modeling were used to test the proposed framework.Findings – The findings suggested that suppliers should improve the values for customers (functionality, usability and perceived value) to achieve values for themselves customer lifetime value (CLV), customer knowledge value (CKV), customer referral value (CRV) and customer influencer value (CIV)]. The relation between satisfaction and CLV was moderated by the CIV from other customers. Practical implications – Suppliers should enhance customer value from the aspects of functionality, usability and perceived value to earn a competitive advantage. Moreover, for suppliers, non-transactional values such as other CIV play an increasingly critical role apart from economic value for development.Originality/value – This study not only added empirical analysis on value co-creation in m-Tourism but also extended the current literature by validating a research model which integrates website evaluation research with Kumar et al. (2010)’s customer engagement value framework. Instead of serving as a mediator, mobile app was regarded as one of the indispensable actors involved in value co-creation.",
keywords = "China, Value co-creation, Service-dominant logic, e-Tourism, Hotel booking, Mobile app",
author = "Wu, {Jialin Snow} and Rob Law and Jingyan Liu",
year = "2018",
month = "4",
day = "9",
doi = "10.1108/IJCHM-08-2016-0476",
language = "English",
volume = "30",
pages = "2056--2074",
journal = "International Journal of Contemporary Hospitality Management",
issn = "0959-6119",
publisher = "Emerald Group Publishing Ltd.",
number = "4",

}

Co-creating value with customers : A study of mobile hotel bookings in China. / Wu, Jialin Snow; Law, Rob; Liu, Jingyan.

In: International Journal of Contemporary Hospitality Management, Vol. 30, No. 4, 09.04.2018, p. 2056-2074.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Co-creating value with customers

T2 - A study of mobile hotel bookings in China

AU - Wu, Jialin Snow

AU - Law, Rob

AU - Liu, Jingyan

PY - 2018/4/9

Y1 - 2018/4/9

N2 - Purpose – This study aims to develop a framework to explain the reciprocity of the value co-creation process in mobile hotel booking context and to clarify values for customer and supplier. Design/methodology/approach – A research framework was developed based on the previous literature to derive insights on value co-creation process. Online surveys were conducted among mobile hotel bookers in China. Confirmatory factor analysis and structural equation modeling were used to test the proposed framework.Findings – The findings suggested that suppliers should improve the values for customers (functionality, usability and perceived value) to achieve values for themselves customer lifetime value (CLV), customer knowledge value (CKV), customer referral value (CRV) and customer influencer value (CIV)]. The relation between satisfaction and CLV was moderated by the CIV from other customers. Practical implications – Suppliers should enhance customer value from the aspects of functionality, usability and perceived value to earn a competitive advantage. Moreover, for suppliers, non-transactional values such as other CIV play an increasingly critical role apart from economic value for development.Originality/value – This study not only added empirical analysis on value co-creation in m-Tourism but also extended the current literature by validating a research model which integrates website evaluation research with Kumar et al. (2010)’s customer engagement value framework. Instead of serving as a mediator, mobile app was regarded as one of the indispensable actors involved in value co-creation.

AB - Purpose – This study aims to develop a framework to explain the reciprocity of the value co-creation process in mobile hotel booking context and to clarify values for customer and supplier. Design/methodology/approach – A research framework was developed based on the previous literature to derive insights on value co-creation process. Online surveys were conducted among mobile hotel bookers in China. Confirmatory factor analysis and structural equation modeling were used to test the proposed framework.Findings – The findings suggested that suppliers should improve the values for customers (functionality, usability and perceived value) to achieve values for themselves customer lifetime value (CLV), customer knowledge value (CKV), customer referral value (CRV) and customer influencer value (CIV)]. The relation between satisfaction and CLV was moderated by the CIV from other customers. Practical implications – Suppliers should enhance customer value from the aspects of functionality, usability and perceived value to earn a competitive advantage. Moreover, for suppliers, non-transactional values such as other CIV play an increasingly critical role apart from economic value for development.Originality/value – This study not only added empirical analysis on value co-creation in m-Tourism but also extended the current literature by validating a research model which integrates website evaluation research with Kumar et al. (2010)’s customer engagement value framework. Instead of serving as a mediator, mobile app was regarded as one of the indispensable actors involved in value co-creation.

KW - China

KW - Value co-creation

KW - Service-dominant logic

KW - e-Tourism

KW - Hotel booking

KW - Mobile app

UR - https://www.scopus.com/record/display.uri?eid=2-s2.0-85046080284&origin=resultslist&sort=plf-f&src=s&st1=Co-creating+value+with+customers%3a+a+study+of+mobile+hotel+bookings+in+China&st2=&sid=1e314e9c70d01472001f8aa9f8e66ac5&sot=b&sdt=b&sl=90&s=TITLE-ABS-KEY%28Co-creating+value+with+customers%3a+a+study+of+mobile+hotel+bookings+in+China%29&relpos=0&citeCnt=2&searchTerm=

U2 - 10.1108/IJCHM-08-2016-0476

DO - 10.1108/IJCHM-08-2016-0476

M3 - Article

VL - 30

SP - 2056

EP - 2074

JO - International Journal of Contemporary Hospitality Management

JF - International Journal of Contemporary Hospitality Management

SN - 0959-6119

IS - 4

ER -