Purpose
Drawing on self-determination theory and insights from the literature on service-dominant (S-D) logic and value co-creation, this paper aims to investigate the impacts of an S-D orientation on positive customer outcomes (i.e. customer participation behaviors, customer citizenship behaviors and quality of life) and the underlying mechanisms of these effects.
Design/methodology/approach
Custom travel service (CTS) was chosen as the research setting. In total, 303 valid questionnaires were gathered from tourists in China. The partial least squares structural equation modeling approach was used for model estimation.
Findings
Tourism firms’ S-D orientation positively influences customer participation behaviors via customer psychological need satisfaction (i.e. perceived autonomy, competence and relatedness), customer citizenship behaviors via perceived relatedness and customer quality of life via perceived autonomy and perceived competence.
Research limitations/implications
Although the impact of S-D orientation is studied in the CTS context, this study illustrates how firms embracing S-D logic can facilitate value co-creation and customer quality of life, presenting a more precise picture for academics and practitioners.
Originality/value
This paper is the first attempt to empirically examine the relationships among S-D orientation, customer value cocreation and quality of life. The relevance of customer psychological need satisfaction is acknowledged in this study.
Drawing on service climate theory and insights from the literature on self-service technologies (SSTs) and customer participation, this study investigates the antecedents of customers’ continuance intentions toward in-lobby SSTs. Using data collected from 257 actual customers in the context of retail banks, this experimental study examines the proposed relationship between customer perceived service climate, customer readiness factors (i.e., perceived ability, role clarity, and perceived benefit), customer satisfaction and customer continuance intention toward in-lobby SSTs. The results show that customers’ perceived service climate positively influences customers’ continuance intentions toward in-lobby SSTs. Moreover, two customer readiness factors (i.e., perceived ability, perceived benefit) and customer satisfaction mediate this relationship. The findings demonstrate the importance of customers’ perceived service climate in driving their continuance intention and provide managerial implications for service firms employing in-lobby SSTs.
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