Abstract This research explores the effects of DART model value co‐creation on customer retention. To do so, current examines moderating role types (i.e., corporate vs. retail) and mediating effect engagement. Two studies were conducted through structured surveys among 362 bank customers (Study 1) 316 hotel 2). Partial least‐squares‐based structural equation modeling (PLS‐SEM) was employed to a...

In this paper we introduce a method that combines principal component analysis, correlation analysis, K-means clustering and self organizing maps for the quantitative semantic analysis of textual data focusing on the relationship between firms’ co-creation activities, the perception of their innovation and the articulation of the attributes of their product-enabled services. Principal component...

Purpose – In b-to-b relationships, value co-creation requires inter-organizational collaboration and combining of resources. The purpose of this paper is to increase knowledge about value co-creation in b-to-b relationships by investigating factors facilitating collaboration and the realization of mutual value in b-to-b relationships. Methodology/approach – The research methodology used in this...

Customer value creation is allegedly at the centre of relationships between service recipients and service providers (such as financial service organisations in general, and commercial banks in particular). This research considers the role of customer value creation in the strategic response of banks to external changes in their growth opportunities. The analysis established that there had been...

This study ascertained the effects of servant leadership on customer value co-creation (CVC) through key mediating roles in the hotel industry. We systematically integrated the three levels of organization, employee, and customer to investigate how servant leadership stimulates CVC through the key mediating roles of the positive psychological capital (PPC) and service-oriented organizational ci...

In recent years, there has been a resurgence of interest in the value construct among both practitioners and marketing researchers. The purpose of this article is to introduce the reader to the different articles included in this special issue of Industrial Marketing Management on Customer Value in Business Markets. The issue takes a look at value from three different perspectives: value creati...