Customer participation, value co-creation and customer loyalty - A case of airline online check-in system

被引:110
作者
Chen, Ching-Fu [1 ]
Wang, Jing-Ping [1 ]
机构
[1] Natl Cheng Kung Univ, Dept Transportat & Commun Management Sci, 1 Univ Rd, Tainan 701, Taiwan
关键词
Self-service technology; Co-created values; Customer participation; Customer satisfaction; Customer loyalty; Airline; SELF-SERVICE; PERCEIVED VALUE; BEHAVIORAL INTENTIONS; DOMINANT LOGIC; SATISFACTION; MODEL; COPRODUCTION; CONSEQUENCES;
D O I
10.1016/j.chb.2016.04.010
中图分类号
B84 [心理学];
学科分类号
04 ; 0402 ;
摘要
Information communication technologies and self-service technologies, such as self-check-in kiosks or online check-in systems, are widely used in the air transport industry. This study proposes a conceptual model to investigate the relationships among customer participation, co-created values and customer loyalty in an air transport context, and empirically tests the model by using questionnaire survey data collected from Taiwanese airline passengers. In particular, three perceived values (i.e. enjoyment value, economic value and relational value) are specified to represent the passengers' co-created values. The empirical results support the following hypotheses. Customer participation in using an online check-in system is positively related to all three values, which further lead to satisfaction with respect to the system. System satisfaction is also related to satisfaction with respect to the company, and both system satisfaction and company satisfaction have positive effects on customer loyalty. (c) 2016 Elsevier Ltd. All rights reserved.
引用
收藏
页码:346 / 352
页数:7
相关论文
共 35 条
[1]   STRUCTURAL EQUATION MODELING IN PRACTICE - A REVIEW AND RECOMMENDED 2-STEP APPROACH [J].
ANDERSON, JC ;
GERBING, DW .
PSYCHOLOGICAL BULLETIN, 1988, 103 (03) :411-423
[2]   Burnout processes in non-clinical health service encounters [J].
Ashill, Nicholas J. ;
Rod, Michel .
JOURNAL OF BUSINESS RESEARCH, 2011, 64 (10) :1116-1127
[3]   Co-production and customer loyalty in financial services [J].
Auh, Seigyoung ;
Bell, Simon J. ;
McLeod, Colin S. ;
Shih, Eric .
JOURNAL OF RETAILING, 2007, 83 (03) :359-370
[4]   Psychological implications of customer participation in co-production [J].
Bendapudi, N ;
Leone, RP .
JOURNAL OF MARKETING, 2003, 67 (01) :14-28
[5]   Implementing successful self-service technologies [J].
Bitner, MJ ;
Ostrom, AL ;
Meuter, ML .
ACADEMY OF MANAGEMENT EXECUTIVE, 2002, 16 (04) :96-108
[6]  
Brislin R.W., 1980, Cross-Cultural Research Methods, in Environment and Culture, P47
[7]   Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures [J].
Chan, Kimmy Wa ;
Yim, Chi Kin ;
Lam, Simon S. K. .
JOURNAL OF MARKETING, 2010, 74 (03) :48-64
[8]   Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator [J].
Chen, Ching-Fu ;
Tsai, Meng-Huan .
TOURISM MANAGEMENT, 2008, 29 (06) :1166-1171
[10]   Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists [J].
Chen, Ching-Fu ;
Chen, Fu-Shian .
TOURISM MANAGEMENT, 2010, 31 (01) :29-35