Scale development of value co-destruction behavior in tourism

Guan, Xinhua; Gong, Jinhong; Xie, Liang; Huan, Tzung‐Cheng

doi:10.1016/j.tmp.2020.100757

Cited by 24 publications

(34 citation statements)

References 41 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Järvi et al (2020) evaluate VCD in the tourism sector and list the main components that cause VCD as follows: excessive expectations, insufficient communication and inappropriate behavior. Guan et al (2020) assign five dimensions to the behaviors that lead to VCD: bad interpersonal communication behavior; bad interpersonal interaction behavior; irresponsible customer behavior; employee-contract violation; and irresponsible employee behavior. Regardless of its source or cause, VCD leads to service failures and negative service outputs (Guan et al , 2020; Smith, 2013).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…Guan et al (2020) assign five dimensions to the behaviors that lead to VCD: bad interpersonal communication behavior; bad interpersonal interaction behavior; irresponsible customer behavior; employee-contract violation; and irresponsible employee behavior. Regardless of its source or cause, VCD leads to service failures and negative service outputs (Guan et al , 2020; Smith, 2013). According to Kim et al (2020), VCD will affect customers’ citizenship and sharing behavior during and after the experience.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…(2020) associated the antecedents of VCD behavior with the dimensions of communication problems and irresponsible behavior, and Guan et al (2020) explained the antecedents of VCD behavior with irresponsible behavior, with communication and interaction problems. From this point of view, the findings coincide with the research examining VCD behavior.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…For these reasons, there is a high probability of value co-creation as well as VCD in processes involving customers. Despite this, the tourism literature has focused primarily on value co-creation while the research on the components that cause VCD has continued to be limited (Dolan et al , 2019; Guan et al , 2020).…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship

Arıca

Polat

Çobanoğlu

et al. 2022

View full text Add to dashboard Cite

Purpose The purpose of the study is to examine the effect of value co-destruction on customer citizenship and negative electronic word of mouth (e-WOM) behaviors. In addition, the study aims to determine the mediating role of tourist citizenship between value co-destruction and negative e-WOM behaviors. Design/methodology/approach By using a convenience sampling method, data were collected from 704 customers, who purchased their touristic products through co-creation. The exploratory and confirmatory factor analyses were applied to the data obtained to determine the factors that make up the dimensions in the research model. The partial least squares-structural equation modeling (PLS-SEM) was used to evaluate the relationship in the research model proposed in the study. Findings The results of the study indicated that value co-destruction had an effect on customer citizenship behavior and negative e-WOM. While the helping behavior of customer citizenship had an effect on negative e-WOM, the advocacy behavior of customer citizenship had no effect on negative e-WOM. However, this study found only an indirect mediation effect of helping behavior in the relationship between value co-destruction and negative e-WOM. Research limitations/implications The research examined the antecedent behaviors that cause value co-destruction and the effects of these behaviors on the outcomes of the holiday experience. This information then was combined in a model and evaluated in a holistic framework. Theoretically, the research helps us understand the impact of value co-destruction behavior on citizenship behavior and on tourists’ negative e-WOM tendency. The research examines value co-destruction behavior and its effect on holiday-experience outcomes simultaneously. Practical implications The research provides a framework that tourism enterprises can use to produce and offer value-attributing services for their customers and to manage dysfunctional and disruptive business processes and behaviors to reduce value co-destruction. The research also provides a new way for practitioners in the tourism sector to understand and generalize the behavioral changes of tourists caused by value co-destruction during and after their experience. Originality/value The paper contributes to an understanding of value co-destruction antecedents and outputs from the customer perspective. Further, the research provides information to tourism businesses to effectively and efficiently manage the value co-creation process and prevent value co-destruction. The findings of the study will provide useful suggestions that will contribute to researchers and sectoral representatives.

show abstract

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship

Arıca

Polat

Çobanoğlu

et al. 2022

View full text Add to dashboard Cite

show abstract

“…The four items used to measure value co-creation were adopted from Walter et al (2001). The five items used to measure value co-destruction were adjusted from Guan et al (2020). The measure of customer satisfaction included five items taken from Verhoef et al (2001).…”

Section: Measure Developmentmentioning

confidence: 99%

Value co-creation or value co-destruction: co-production and its double-sided effect

Rouyer

Wang

2022

IJBM

View full text Add to dashboard Cite

PurposeCo-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and service employees to access and leverage resources residing in their relationships. Clearly, the marketing-related literature focuses on the bright side of co-production. Nevertheless, the costs and potential negative consequences associated with its dark side must be further investigated. Therefore, this study aims to present a conceptual framework that explores the relationships among co-production, co-production enjoyment, co-production intensity, service effort, and job stress, and their effects on value co-creation, value co-destruction and customer satisfaction.Design/methodology/approachThis study was conducted on the basis of dyadic data; the process incorporates both the customer and the corresponding service employee into a single unit of analysis. The proposed model was tested by using a structural equation model that involves LISREL analyses.FindingsThe results of this study indicate that co-production influences co-production enjoyment, co-production intensity, service effort, and job stress. Co-production enjoyment and service effort increase value co-creation, whereas co-production intensity and job stress increase value co-destruction. Value co-creation and value co-destruction have different effects on customer satisfaction.Originality/valueThis study addresses the gap in the extant research and contributes to a better understanding of the double-sided effects of co-production by integrating employees and customers into a single dyadic and comprehensive model.

show abstract

Games-as-a-Disservice: Emergent value co-destruction in platform business models

Lehtonen

Vesa²,

Harviainen

2022

Journal of Business Research

View full text Add to dashboard Cite

Scale development of value co-destruction behavior in tourism

Cited by 24 publications

References 41 publications

Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship

Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship

Value co-creation or value co-destruction: co-production and its double-sided effect

Games-as-a-Disservice: Emergent value co-destruction in platform business models

Contact Info

Product

Resources

About