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This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors.

The qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propositions are identified through data analysis. Data coding and analysis are facilitated by using MAXQDA 12.

Co-creation through positively valenced engagement behaviors may occur when customers are delighted, feel valued, experience reciprocity, receive organizational incentives, are solicited for feedback, can count on service recovery efforts and interact with helpful, empathetic, polite and responsive employees. Co-destruction through negatively valenced engagement behaviors emerges from rude employee behaviors, indifference, confrontation with company representatives, technological failure, the lack of complaint outlets and customers’ desire for revenge.

Selecting and training employees to be helpful, polite, responsive and empathetic toward online visitors can trigger co-creation. Communication between firms and customers should boost customer approval and delight. Organizations can offer incentives, reliable service delivery and a recovery design to stimulate visitor participation. Soliciting feedback requires sound technological support and direct communication links with visitors.

This study presents the conditions and framework contributing to the duality of customer engagement-induced co-creation and co-destruction values in online channels from the customer, organizational, employee, service design and technological perspectives. It also addresses how value is co-created or co-destructed through examples.

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.

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.

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.

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.

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.

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.

价值共毁和负面的电子口碑行为：游客公民身份的中介作用

摘要

本论文研究价值共毁对于顾客公民行为和负面网络口碑行为的影响。此外, 本论文还将指明游客公民行为在价值共毁与负面网络口碑行为的中介作用。

本论文采用便利抽样法, 研究样本为704名顾客, 他们曾通过价值共创过程来购买旅游产品。本论文使用了探索性数据分析和验证性数据分析法, 以分析研究模型中的各种变量和维度。通过偏最小平方-方程结构模型(PLS-SEM)数据分析, 本论文验证了研究模型中的各种假设变量关系。

本论文研究结果表明, 价值共毁对顾客公民行为和负面网络口碑行为有显着影响。顾客公民行为中的帮助行为对负面网络口碑行为有显着影响, 然而, 顾客公民行为中的拥护行为并未对负面口碑传播行为有显着影响。此外, 本论文发现了一条中介因子的间接效应：帮助行为对于价值共毁和负面网络口碑行为之间的中介效应。

本论文从顾客角度, 解释了价值共毁的前因后果。此外, 本论文研究结果建议旅游业如何有效率和效能地管理价值共创过程, 防止价值共毁情况出现。本论文研究结果还为其他研究学者和行业代表提供了有用的建议。

本论文研究了价值共创的影响因素, 以及其对于度假体验的影响。本论文创立了一个整体研究模型, 概括了价值共创的前因后果, 并且提供了模型实证结果。理论上, 本论文帮助认知了价值共毁行为对于公民行为和游客负面网络口碑意愿的影响。本论文研究了价值共毁行为, 以及同时其对于度假体验的影响。

本论文中的模型可作为商业模型, 供旅游企业使用, 以向其顾客提供高价值服务, 同时能够管理失效和破坏性的商业服务流程和行为, 以减少价值共毁。本论文还为旅游行业人士提供了一条新思路, 以了解和总结在旅游度假中和度假后的价值共毁所造成的游客行为的种种改变。

本论文有几项限制以供未来研究考虑。本论文的样本为曾通过价值共创以购买旅游体验的顾客。因此, 本论文结果可能无法适用于其他类型的游客。本论文还只从需求方面来研究价值共毁。此外, 本论文提供了一些初级验证结果, 解释了旅游业中的价值共毁行为的前因后果, 未来研究应该拓展这个研究, 加入其他因素, 管理价值共毁和价值共毁的后果, 避免企业受到价值共毁的影响。

Co-destrucción de valor y comportamiento negativo de e-wom: el papel mediador de la ciudadanía de los turistas

Resumen

La investigación ha examinado el efecto de la destrucción conjunta de valor en la ciudadanía del cliente y en los comportamientos negativos de e-WOM. Además, la investigación tuvo como objetivo determinar el papel mediador de la ciudadanía turística entre la co-destrucción de valor y los comportamientos negativos de e-WOM.

Utilizando un método de muestreo por conveniencia, se recopilaron datos de 704 clientes que compraron sus productos turísticos a través de un proceso de cocreación. Se aplicaron análisis factoriales exploratorios y confirmatorios a los datos para determinar los factores que componen las dimensiones en el modelo de investigación. Se utilizó el modelo de ecuaciones estructurales de mínimos cuadrados parciales (PLS-SEM) para evaluar la relación en el modelo de investigación propuesto en la investigación.

Los resultados de la investigación indicaron que la co-destrucción de valor afectó el comportamiento de ciudadanía del cliente y el e-WOM negativo. Mientras que el comportamiento de ayuda de la ciudadanía del cliente afectó al e-WOM negativo, el comportamiento de defensa de la ciudadanía del cliente no afectó al e-WOM negativo. La investigación, sin embargo, encontró un efecto de mediación solo indirecto: un comportamiento de ayuda en la relación entre la co-destrucción de valor y el e-WOM negativo.

El documento ayuda a explicar los antecedentes y los resultados de la co-destrucción de valor desde la perspectiva del cliente. Además, su información puede permitir a las empresas turísticas gestionar de forma eficaz y eficiente el proceso de creación conjunta de valor y evitar la destrucción conjunta de valor. Los datos de la investigación también proporcionarán sugerencias útiles a otros investigadores y representantes del sector.

La investigación ha examinado los comportamientos antecedentes que causan la destrucción conjunta de valores y los efectos de estos comportamientos en los resultados de la experiencia vacacional. Esta información luego se combinó en un modelo y se evaluó en un marco holístico. Teóricamente, la investigación nos ayuda a comprender el impacto del comportamiento de co-destrucción de valor en el comportamiento de la ciudadanía y en la tendencia negativa de e-WOM de los turistas. La investigación examina el comportamiento de co-destrucción de valor y su efecto en los resultados de la experiencia vacacional simultáneamente.

La investigación proporciona un marco que las empresas turísticas pueden usar para producir y ofrecer servicios que atribuyan valor a sus clientes y para gestionar procesos y comportamientos comerciales disfuncionales y disruptivos para reducir la co-destrucción de valor. La investigación también proporciona una nueva forma para que los profesionales del sector turístico comprendan y generalicen los cambios de comportamiento de los turistas causados por la destrucción conjunta de valor durante y después de su experiencia.

Esta investigación tiene varias limitaciones que podrían sugerir direcciones para investigaciones futuras. Se seleccionó como escenario de investigación a los clientes que compran experiencias turísticas a través de un proceso de co-creación. Por esta razón, los resultados de esta investigación podrían no aplicarse a otros turistas. Esta investigación también examinó la co-destrucción de valor solo desde el lado de la demanda. Además, la investigación proporcionó evidencia preliminar sobre las premisas y los resultados de los comportamientos de co-destrucción de valor en el contexto del turismo. Además, la investigación futura podría intentar ampliar el presente trabajo mediante la identificación de factores adicionales que pueden gestionar la destrucción conjunta de valor y otros resultados de la destrucción conjunta de valor para las empresas.

The purpose of this paper is to explore external, mediator and moderator factors that influence tourist intention to use GPS-based navigation apps from the perspective of spatiotemporal tourist behavior (STTB).

A total of 636 valid questionnaires were selected from tourists visiting Lijiang Ancient Town. The partial least squares-structural equation modeling with the SmartPLS approach was adopted to estimate and validate the model.

The results of this paper showed that wayfinding efficiency, sensation-seeking behavior and spatial ability (SA) influence tourists’ intention to use (IU) navigation apps. A mediator of perceived location accuracy between SA and IU has been found. A multigroup generation moderator is verified in the model.

This paper provides a better understanding of the relationship between tourist spatiotemporal behavior and navigation apps, presenting practical suggestions for app developers, destination managers and vacation planners.

While the effects of information technology on tourist behavior have become a topic of interest among tourism industry stakeholders, this paper examines the effects of STTB on the acceptance of navigation apps in reverse, which enriches the theoretical framework.

本文从时空旅游行为 (STTB) 的角度探讨了影响游客使用基于 GPS 的导航应用程序的外部、中介和调节因素。

本研究共从丽江古城旅游者中抽取了636份有效问卷。采用 SmartPLS 方法的偏最小二乘结构方程建模 (PLS-SEM) 来估计和验证模型。

研究结果表明, 寻路效率 (WE)、感觉寻求行为 (SSB) 和空间能力 (SA) 会影响游客的使用意向 (IU) 导航应用程序。研究还发现感知位置准确度 (PLA)是空间能力 (SA) 和使用意图 (IU) 之间的中介变量。世代在多组比较模型中作为调节变量。

本文提供了对旅游时空行为与导航应用程序之间关系的更好理解, 为应用程序开发人员、目的地管理者和度假规划者提供了实用建议。

虽然信息技术对游客行为的影响已成为旅游业利益相关者感兴趣的话题, 但本文研究了 STTB 对导航应用程序接受度的影响, 从而丰富了理论框架。

This study aims to investigate Generation Z’s perception of and experience with restaurant service robots.

Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted with Generation Z consumers.

The results showed that Generation Z consumers had a generally positive attitude toward the usage of service robots in restaurants. Research participants also indicated aspects that can be improved: the service robot’s appearance design and functionality, and the human service facilitating the robotic service process.

This paper provides a holistic understanding of the Generation Z’s mind maps about robot service restaurants presenting practical suggestions for restaurants.

This research offers an in-depth understanding of how the young consumption power perceives and expects the innovative service robots employed in restaurants. The research findings provide industry practitioners with timely guidelines to improve the usage of robotic services in restaurants to satisfy the emerging consumer group of Generation Z.

The current research contributes to the servicescape literature by extending this long-standing theory to the emerging robotic service contexts for updating discoveries. Particularly, the study focuses on the young consumers of Generation Z, shedding lights on the generational cohort research.

本研究调查了 Z 世代对餐厅服务机器人的看法和体验。

建立在服务场景理论框架之上, 并遵循 Zaltman 隐喻启发技术, 对 Z 世代消费者进行了 34 次深入访谈。

结果表明, Z 世代消费者对在餐厅使用服务机器人持普遍积极态度。 研究参与者还指出了可以改进的方面：服务机器人的外观设计和功能, 以及促进机器人服务过程的人工服务。

这项研究深入了解了年轻的消费力量如何看待和期望在餐厅使用的创新服务机器人。 研究结果为行业从业者提供了及时的指导方针, 以改善机器人服务在餐厅的使用, 以满足 Z 世代的新兴消费群体。

当前的研究通过将这一长期存在的理论扩展到新兴的机器人服务环境以更新发现, 从而为服务景观文献做出贡献。 特别是, 该研究侧重于 Z 世代的年轻消费者, 阐明了世代队列研究。

While many studies focusing on work values have been conducted, few of them were specifically focused on generational differences within the hospitality context. This study aims to explore the structure of hospitality management work values and the perceived differences among three generations of managers and supervisors in the hospitality industry.

A survey of 398 managers and supervisors from hospitality organizations in the USA was conducted.

A total of 15 work values were identified along with their hierarchical order. A four‐dimensional (comfort and security, professional growth, personal growth, and work environment) work value structure shared by hospitality workforce and generational differences in work values of the hospitality industry were found.

The findings of this study are limited to a managerial workforce of the hospitality industry in a US tourism destination.

Implications are drawn for industry to recruit and retain the managerial workforce using strategies designed to meet the preferences and needs perceived by three generations of managerial workforce.

There are three unique contributions: the uncovering of different priorities in work values across the three‐generation hospitality managers; the revelation of the four underlying dimensions of the structure of work values that represent the uniqueness of work values perceived by the hospitality managerial workforce; and the discovery of generational differences in work values in two of the four dimensions (i.e. personal growth and work environment) and the generational preference shift. These findings might contribute to the justification for different recruitment and retention strategies among various sectors of the hospitality industry according to generational value shifts.

The aim of this study is to explore effective communication strategies for Spanish‐speaking and Haitian‐Creole‐speaking employees in hotel companies.

A case study approach was employed. Three employee, focus group interviews and semi‐structured interviews with 12 managers were conducted in a resort hotel in Orlando to elicit critical factors related to effective communication strategies with Spanish‐speaking and Haitian‐Creole‐speaking employees.

It was found that the case study company mainly communicated with its employees through daily meetings, daily written information (e.g. hot sheets), wall postings, e‐mails, and periodic monthly/quarterly meetings. It was found that bilingual employees often worked as unpaid translators and assisted their colleagues. Spanish and Haitian‐Creole‐speaking employees felt that not being proficient in English hindered their promotion opportunities. Differences were observed among English, Spanish, and Haitian‐Creole‐speaking employees in terms of style of communication. Some native‐speaking employees seemed to refrain from communicating with non‐English‐speaking employees unless they communicated in English. Haitian‐Creole‐speaking employees spoke to other employees about only work‐related issues.

This is one of the first studies looking into communication strategies and challenges for Spanish and Haitian‐Creole‐speaking employees in hotel companies.

The objective of this study was to examine the effects of performance and uniqueness as predictors of fundraising event quality.

This study utilized intercept surveys collected from attendees at a non-profit fundraising event organized by the tourism and hospitality industry in a major tourism destination. Factor analysis was used to explore underlying event performance dimensions. Multiple regression analysis was used to assess predictability of event performance and unique experience design as predictors of event quality.

Three salient dimensions were identified: Hedonic Event Performance, Event Design Performance and Informative Event Performance. Of the three dimensions, Hedonic Event Performance was found to significantly predict Event Quality. However, Unique Event Experience provided stronger predictability of Event Quality.

The results provide information which can be utilized by event organizers or managers to enhance the overall quality of fundraising events. The distinct attributes of event success identified in this study can be capitalized upon for improving future attendance. The use of event attendees from one particular event, which focused on a very specific cause, can be considered a limitation of the study.

This study focused on identifying different dimensions of a fundraising event which impact quality. The study provides insight into uniqueness of event experiences and their effect on event quality.