How other customers influence customer citizenship behavior in theme parks: The role of customer-customer rapport

被引：6

作者：

Wu, Mao-Ying ^{[1
]}

Ye, Shitian ^{[1
]}

Ye, Shun ^{[1
]}

Li, Qiucheng ^{[2
]}

机构：

[1] Zhejiang Univ, Sch Management, Dept Tourism & Hotel Management, Hangzhou 310058, Zhejiang, Peoples R China

[2] Zhejiang Gongshang Univ, Sch Tourism & Urban Rural Planning, Dept Tourism Management, Hangzhou 310018, Zhejiang, Peoples R China

来源：

JOURNAL OF DESTINATION MARKETING & MANAGEMENT | 2024年 / 31卷

关键词：

Customer citizenship behavior; Customer -customer rapport; Affective commitment; Other customer perceptions; Theme park; POSITIVE EMOTIONS; SCALE DEVELOPMENT; COMMITMENT; EXPERIENCE; AUTHENTICITY; ANTECEDENTS; IMPACT;

D O I：

10.1016/j.jdmm.2023.100847

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study underlines customers' value to contemporary theme parks in terms of customer citizenship behavior (CCB). Considering the frequency of customer-to-customer interaction and its impacts on tourist experience, this study aims to explore how other customers influence CCB in theme parks. Based on the cognition-affect-behavior model and the affect theory of social exchange, a model is constructed and tested with covariance-based structural equation modeling using survey data from 409 theme park visitors in China. The results show that the focal customers' perceptions of others (i.e. similarity and suitable behavior) can elicit customer-customer rapport (i.e. enjoyable interaction and personal connection), which in turn promotes target-based CCB (i.e. towards organizations, employees, and other customers) via affective commitment. This study extends the current theoretical knowledge on customer-customer rapport and CCB, and provides practical guidelines for theme park managers.

引用

页数：11