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This study proposes a conceptual model and aims (1) to understand how co-creation experience influences guest engagement, (2) to analyse the effect of satisfaction and affective image between co-creation experience and guest engagement, and (3) to analyse the effect of guest engagement on behavioural intentions.

A questionnaire-based online survey was conducted targeting U.S.-based hotel customers. Developed on Qualtrics and distributed via Mechanical Turk, the survey garnered 465 useable responses from individuals who had visited international chain hotels within the last year. Data analysis was performed using Structural Equation Modelling (SEM) in IBM SPSS Amos.

The findings revealed significant direct effects of co-creation experience on affective image and guest satisfaction, with guest satisfaction notably influencing guest engagement, and guest engagement directly influencing behavioural intention. However, both co-creation experience and affective image showed minimal direct impact on guest engagement. The study also highlighted the importance of indirect effects and total effects in understanding the dynamics between the constructs analysed.

The findings revealed significant direct effects of co-creation experience on affective image, with affective image notably influencing guest engagement, and guest engagement directly influencing behavioural intention. Although satisfaction had direct effects on guest engagement, co-creation experience showed minimal direct impact on guest satisfaction and on guest engagement.

This study advises managers to use co-creation primarily to enrich guest experiences and establish emotional connections rather than as a tool for directly enhancing engagement. It recommends that managers invest in strategies to enhance guest engagement beyond co-creation given the direct link between guest engagement and behavioural intentions, and the minimal direct impact between co-creation, guest engagement and satisfaction.

This study demonstrates that affective image is a pivotal mediator between co-creation experience and guest engagement. The findings provide valuable implications for hospitality practitioners in designing and managing co-creation experiences, emphasizing the importance of fostering a positive affective image in the value co-creation process to attain positive behavioural outcomes.

This study aims to explore the underlying mechanism of human–pet interaction in pet tourism affecting tourism experiences and daily lives of tourists. The research investigates the moderating role of pet attachment in this mechanism as well.

Based on the social exchange theory and value co-creation theory, this research develops and empirically tests a theoretical framework of human–pet interaction. Data were collected through an online survey of US tourists who have pet travel experiences. The data were analyzed by partial least squares structural equation modeling.

The results show that emotional value partially mediated the relationship between human–pet interaction and travel intention/quality of life, while social value partially mediated the relationship between human–pet interaction and quality of life. The findings of multi-group analysis suggest that the travel experience of tourists with low (vs high) levels of pet attachment is strengthened by human–pet interaction, leading to favorable outcomes.

This study enriches the empirical evidence on pet tourism experience. This study extends the existing literature by demonstrating the heterogeneity of the relationship between human–pet interaction, co-creation value, quality of life and travel intention of tourists with different pet attachment levels.

本研究旨在探索宠物旅游中人与宠物互动影响游客旅游体验和日常生活的潜在机制。本研究还考察了宠物依恋在这一机制中的调节作用。

基于社会交换理论和价值共创理论, 本研究开发并实证检验了人-宠物互动的理论框架。通过对有宠物旅游经历的美国游客进行在线调查收集数据。采用偏最小二乘法-结构方程模型(PLS-SEM)对数据进行分析。

情感价值部分中介了人宠互动与旅游意向/生活质量的关系, 社交价值部分中介了人宠互动与生活质量的关系。多群组分析的结果表明, 低(vs .高)宠物依恋水平的游客的旅游体验因人-宠物互动而得到加强, 从而导致良好的结果。

本研究丰富了宠物旅游体验的实证证据。本研究通过论证具有不同宠物依恋水平游客的人-宠互动、共创价值、生活质量和旅游意向之间关系的异质性, 拓展了现有文献。

El objetivo de este estudio es explorar el mecanismo subyacente de la interacción humano-mascota en el turismo con mascotas que afecta a las experiencias turísticas y a la vida cotidiana de los turistas. El estudio también examina el papel moderador del apego a las mascotas en este mecanismo.

Basada en la teoría del intercambio social y la teoría de la cocreación de valor, esta Investigación desarrolla y prueba empíricamente un marco teórico de la interacción entre humanos y mascotas. Los datos se recopilaron a través de una encuesta en línea a turistas estadounidenses que han tenido experiencias de viaje con mascotas. Los datos fueron analizados mediante un modelo de ecuaciones estructurales basado en mínimos cuadrados parciales (PLS-SEM).

Los resultados muestran que el valor emocional medió parcialmente la relación entre la interacción humano-mascota y la intención de viajar/calidad de vida, mientras que el valor social medió parcialmente la relación entre la interacción humano-mascota y la calidad de vida. Los resultados del análisis multigrupo sugieren que la experiencia de viaje de los turistas con niveles bajos (vs altos) de apego a las mascotas se ve reforzada por la interacción humano-mascota, lo que conduce a resultados favorables.

Este estudio enriquece la evidencia empírica sobre la experiencia del turismo con mascotas. Este estudio amplía la literatura existente al demostrar la heterogeneidad de la relación entre la interacción humano-mascota, el valor de cocreación, la calidad de vida y la intención de viaje de turistas con diferentes niveles de apego a las mascotas.

Taking a co-creation perspective and integrating knowledge-based and resource-based perspectives, the authors examine the role of customer participation in organizational performance and project success. The authors also investigate the mediating role of knowledge integration and the moderating role of requirement risk for these relationships in uncertain contexts.

The authors undertook two studies. The first study was carried out in 2018 in which the authors drew on survey data from 150 information technology (IT) sector employees and examined the mediating role of knowledge integration in the relationship of customer participation with organizational performance and project success. In the second study undertaken in 2020, the authors drew on data from 92 IT and telecom sector employees and examined the moderating role of requirement risk in the relationship between customer participation and knowledge integration. Study 2 was conducted during the COVID-19 pandemic when employees were largely working from home and were more sensitive to risks and uncertainty about the scope and system requirements. Both studies were survey-based, and analysis was carried out using structural equation modeling.

The authors’ two-study examination indicated that knowledge integration positively mediates the relationship of customer participation with organizational performance and project success during the co-creation process. Furthermore, the authors demonstrate that when requirement risks are high, customer participation relationship with knowledge integration is weaker.

The authors show that integrating customer knowledge is critical to project success and organizational performance. By identifying risk uncertainties and environmental contingencies, the authors highlight the constraints of customer participation for knowledge integration, organizational performance and project success. The authors provide some key study findings based on survey data obtained from project teams during two periods (normal and pandemic).

This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.

A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses.

Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them.

The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.

Advances in technology have given rise to an increased demand by small businesses for personalised e-government services. Given the importance of small businesses to the Australian economy, it is vital to deliver small business-centric services that offer potential to generate value. To do that effectively, government departments need to understand factors that affect small business. The purpose of this study is to explore how preferences for personalised services and the use of intermediaries affect small business participation behaviour and, in turn, stimulate positive outcomes that are of interest to the government.

This study draws on secondary data from a survey of 800 Australian small businesses about the digital services offered by a large government department. Structural equation modelling was used to empirically test the model.

The findings demonstrate that whilst preference for personalisation has a positive relationship with participation behaviour, reliance on an intermediary does not. While such behaviour fosters emotional connection and perceptions of partner quality, the results of this study show no significant impact on satisfaction.

This study advances knowledge about how small businesses can gain value from personalised support services. Importantly, it focuses on participation behaviour and small business – both of which are largely absent from existing studies. The findings can assist government departments to design personalised services that are valued by small businesses.

The paper examined the impact of corporate communication about eco-friendly products on social media (CSM) and conventional media (CCM) on individuals/buyers’ intent for co-creating environmental values (ICEV) post-Coronavirus pandemic in Indonesia.

Data were gathered from 561 individuals/buyers, via cross-sectional sampling in Bandung city, Indonesia. Next, this study used structural equation modelling to assess the theoretical model and hypothetical relationships.

Both factors, i.e. CCM and CSM, positively and significantly affect ICEV.

The paper is an original attempt to assess the impact of corporate communication about eco-friendly products on media toward ICEV in Indonesia’s post-Coronavirus pandemic. Besides, it is an initial effort to create the notions of success expectancy and self-efficacy and analyse whether these two concepts can become factors that mediate the effects of corporate CCM and CSM on buyers’ ICEV. This paper also develops ICEV to expand social cognitive theory from the perspective of co-creating environmental values.

This study aims to explore families that travel with children, as focuses on vulnerabilities, resource constraints and service exclusion through the lens of transformative service research (TSR). This paper investigates: how the experienced vulnerability of these families is shaped by structural, interpersonal and intrapersonal constraints, and how the constraints influence the family tourist-resource interaction in the air travel service encounter.

In total, 2,855 reviews of the family tourists with children were analyzed with text mining, t-test and multidimensional scaling using the interpretive language R to answer the research questions with analyses on unstructured (e.g. text) and structured (e.g. consumer rating) data.

The findings of the empirical investigation answered how experienced vulnerability is shaped by structural, interpersonal and intrapersonal resource constraints and the types of family tourist-resource interaction in the travel service encounter to understand the resource constraints. The findings of this paper help examine family tourism experiences from a value formation perspective to unfold how stakeholders interact to form value while increasing and decreasing their well-being by the value of co-creation and co-destruction.

This research helps advance the TSR’s service inclusion framework by enabling opportunities, offering choice, relieving suffering and fostering happiness with empirical findings in travel service encounters. These findings are particularly insightful to family tourists with children struggling with unfair access and treatment in aeromobility service encounters, which may help enhance the well-being of individuals and communities.

This study aims to discuss the current context, scope and impacts of a metaverse in the hospitality and tourism industry. Although existing literature discussed the potentials of the metaverse in this context, the ways the metaverse work is still being defined and accessing a complete metaverse is still not yet possible. This existing knowledge will become increasingly sophisticated and complex as developments in the metaverse continue, eventually contributing to a knowledge gap in knowledge, and its implications in shaping how the future digital environment should take form.

This work is based on a critical reflection of the existing developments and applications of the metaverse. Drawing from authors’ experiences, and synthesis of existing works and narratives, this work discusses the applications of the metaverse, critical factors for considerations and applications of the metaverse and proposes the way forward for potential users.

The metaverse provides new opportunities for the hospitality and tourism industry but the impact of the technology may not be felt immediately. The real challenge lies in developing a responsible digital environment for users and suppliers. Although the aspects to be considered are many, a lack of preparedness is a great obstacle.

This paper provides a comprehensive evaluation of how the metaverse can be applied in the hospitality and tourism sector aiming to provide diverse stakeholders insights into the associated opportunities and pitfalls.

To the best of the authors’ knowledge, this paper is among the first attempts to critically reflect on the possibilities of the metaverse, and contributes to the discussion on the attributes of the metaverse for tourism and hospitality (e.g. SSIs, decentralization) and includes discussion on special needs users, sustainable usage and climate change, and presents several agendas for further actions.

This study examines the relationship between the emphasis on organic food in Afyonkarahisar's cuisine and the growing demand for healthier and sustainable options. This study aimed to understand the factors influencing the intention to consume organic foods.

This study uses a quantitative research method. It uses scales adapted from previous research to assess the health and safety of organic food's functional, hedonic, and social values. Data were collected using the purposive sampling method, and a sample size of 410 individuals was analyzed using the PLS-SEM method. Measurement and structural models were evaluated to assess validity, reliability, and model fit.

The results indicate that implementing health and safety practices significantly and positively affects perceptions of organic food's functional, hedonic, altruistic, and social values. Additionally, consumers' attitudes toward organic food are greatly influenced by their perceptions of functional and social value, whereas hedonic and altruistic values do not have a significant positive effect.

The results of this study have a beneficial impact on food industry practitioners and policymakers. Emphasizing health and safety practices in producing and promoting organic foods can improve consumer perceptions and attitudes toward organic products. Understanding the importance of practical benefits and social issues can help companies respond effectively to consumer preferences and market organic foods.

This study contributes significantly to the existing literature by investigating the relationship between organic food emphasis and consumer perceptions in the unique context of Afyonkarahisar, a city renowned for its gastronomy. While focusing on Afyonkarahisar provides valuable insights into the specific values that influence consumers' attitudes toward organic food, it is essential to highlight that this research extends beyond the local context to offer broader implications and significance.

In parallel with the rising importance of innovation and digital technologies, research on platform ecosystems is rapidly accumulating. This study aims to summarize the current research published in leading technical and innovation management (TIM) journals and provide recommendation for future research.

In this paper, the authors combine multiple quantitative literature review methods (social network analysis, citation analysis and co-citation analysis) with a systematic literature review of articles published in the 13 most influential TIM journals over a 15-year period.

The citation network of 168 selected papers is sparse, with low network density indicating the emerging nature of the field. Using network centrality values, the authors identified the 33 most influential articles. The review of methodologies in these articles found that conceptual and case study research dominate, suggesting the need for additional confirmatory and quantitative analysis. Co-citation analysis of the references identified six research clusters: foundation, network-centric innovation, complementor management, platform competition, ecosystemsand product platforms.

This analysis is among the first to examine the knowledge structure of platform ecosystem research in the TIM domain by using multiple evidence-based analysis methods. The authors also apply the theory, context, characteristics and methodology framework to suggest areas for future research.