TY  - JOUR
AB  - Purpose This study aims to identify the driving forces of customer value co-creation (VCC) that occur through employee positive psychological capital (PPC), employee service-oriented organizational citizenship behavior (SOOCB) and customer brand experience (BE).Design/methodology/approach In total, 493 valid samples were retrieved from 30 hotels in Taiwan. Hierarchical linear modeling was used to extensively and accurately examine customer VCC from a cross-level perspective.Findings The results showed that employee PPC was not positively related to customer VCC, that employee PPC affected customer VCC indirectly through the mediating effect of employee SOOCB and that the relationship between employee SOOCB and customer VCC was positively moderated by customer BE.Originality/value First, this study investigated the customer VCC driving forces through the role of the employee, and thus advances the customer VCC field. Second, it identified employee SOOCB as a key mediating mechanism that links the indirect relationship between employee PPC and customer VCC. Third, it identified customer BE as a key moderating mechanism in the relationship between employee SOOCB and customer VCC. Fourth, regarding methodology, few studies investigate VCC through a cross-level approach. The present study used hierarchical linear modeling to extensively and accurately examine customer VCC and its cross-level relationships, thus providing greater research value compared with single-level analysis. Finally, the result findings suggest that organizational leaders should enhance the PPC of employees in furtherance of encouraging the employees to perform extra-role SOOCB, which makes customer co-creation behavior, and ultimately, contributes to managerial practice.
VL  - 29
IS  - 4
SN  - 0959-6119
DO  - 10.1108/IJCHM-05-2015-0266
UR  - https://doi.org/10.1108/IJCHM-05-2015-0266
AU  - Lee Yi-Hsuan
AU  - Hsiao Chan
AU  - Chen Yee-Chen
PY  - 2017
Y1  - 2017/01/01
TI  - Linking positive psychological capital with customer value co-creation
T2  - International Journal of Contemporary Hospitality Management
PB  - Emerald Publishing Limited
SP  - 1235
EP  - 1255
Y2  - 2024/04/18
ER  -