Co-creating value with customers has been a strategic focus for tourism companies. Grounded on the organizational socialization theory, this study examines framework of customer-centric process providers and how it affects tourists’ co-creation readiness (CCR) behavior (CCB). Through 227 responses, confirms that tourist education positively influences CCB, CCR partially mediates effect. Further...

Purpose The purpose is to understand how the role of quality functions might evolve amidst digitalisation and an increased focus on services. This study focuses customer feedback it can function as activation triggers for developing absorptive capacity, well relates value creation processes. Design/methodology/approach Following a qualitative research design, authors gathered primary data from ...

Immersive technologies are redefining and revolutionizing the staging of experiences co-creation value, implicating management customer experiences. However, limited studies have looked at role immersive as part experience (CXM) process. Incorporating concepts economy value co-creation, this study proposes a dynamic CXM framework that highlights emerging field like augmented virtual reality bus...

With the advent of post-epidemic era, O2O e-commerce on community breaks through original business model and forms a new online-to-offline integrated model. This study is based value co-creation perspective TAM-TPB theory systematically builds theoretical consumers’ continuous use intention community. A structural equation (SEM) was used to verify research hypotheses. The results were as follow...

Firms that do better than their competitors in terms of satisfying customers, generate superior return at lower risk. Satisfied customers are more loyal, less sensitive to price movements. The aim of this study is to examine the impact of customer satisfaction on shareholders’ value creation. Customer satisfaction involves behavior of customers that typically relate to purchase or consumption o...