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Article
Publication date: 2 November 2022

Mei-Yu Wang, Yong-Quan Li, Wen-Qi Ruan and Shu-Ning Zhang

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social…

Abstract

Purpose

This study aims to analyze how bed and breakfast (B&B) experience influences customer value cocreation (CVCC) through emotional psychological factors under the social servicescape (SSC).

Design/methodology/approach

A moderated chain mediation model was constructed based on the SSC framework. This study collected 722 valid questionnaires through convenience sampling in Xiamen, China, and tourists with B&B experiences were taken as samples. A structural equation model analysis was used to test relevant hypotheses.

Findings

Results reveal that B&B experience is the core factor to stimulate CVCC. In this process, the individual emotional psychological factors [pleasant arousal (PAL) and place attachment (PAT)] play the critical chain mediating role. In addition, localness positively moderates the reinforcing effect of B&B experience on PAL and strengthens the positive effect of PAL on PAT.

Practical implications

The findings can provide useful CVCC strategies for B&B operators. They can achieve CVCC by enhancing customer experiences, strengthening emotional interactions and building local culture, thereby improving the competitiveness of B&Bs.

Originality/value

Current research lacks an in-depth analysis on the internal relationship and logic between B&B experience and CVCC, especially from emotional psychological perspectives. To the best of the authors’ knowledge, this study is one of the first studies to reveal the mechanism of the CVCC process of B&Bs under the SSC from an emotional psychological perspective. It provides a new theoretical model for research on the CVCC of experience-dominant logic.

目的

本研究旨在分析社会服务场景下, 民宿体验如何通过情感心理影响顾客的价值共创。

设计/方法/途径

基于社会服务场景框架, 本研究构建了一个有调节的链式中介模型。研究者针对具有民宿住宿体验的游客进行调查, 在中国厦门采用便利抽样技术收集了722份有效问卷, 并采用结构方程模型检验提出的相关假设。

研究发现

在社会服务场景下, 民宿体验是激发顾客价值共创的核心因素。在此过程中, 个体情感心理因素(愉悦唤醒和地方依恋)发挥了重要的中介作用, 有效衔接了民宿体验到顾客价值共创的实现过程。此外, 地方性是独特的地方文化体验因子, 正向调节了民宿体验对愉悦唤醒的强化作用, 也增强了愉悦唤醒对地方依恋的积极作用。

实践意义

研究结论为民宿管理者如何提升顾客价值共创贡献了经营策略。民宿管理者可以通过提升顾客体验、加强情感互动和打造地方文化来实现价值共创, 进而提升民宿竞争力。

原创性/价值

当前关于民宿体验与顾客价值共创之间的内在关系及逻辑缺乏深入分析, 仍缺乏情感心理视角的探索。本研究首次从情感心理视角揭示了社会服务场景下民宿顾客价值共创的过程机理, 为以顾客体验为主导逻辑的价值共创研究提供了新的理论模型。

Objetivo

Este estudio pretende analizar cómo la experiencia en un B&B influye en la cocreación de valor para el cliente (CVCC) a través de factores psicológicos emocionales en el marco social del servicescape.

Diseño/metodología/enfoque

Se construyó un modelo de mediación en cadena moderado basado en el marco social del servicescape. En este estudio se recogieron 722 cuestionarios válidos mediante un muestreo de conveniencia en Xiamen, China, y se tomaron como muestra turistas con experiencias en establecimientos Bed and Breakfast (B&B). Se utilizó un análisis de modelo de ecuaciones estructurales (SEM) para poner a prueba las hipótesis pertinentes.

Conclusiones

Los resultados revelan que la experiencia en el B&B es el factor central para estimular la CVCC. En este proceso, los factores psicológicos emocionales individuales (excitación placentera y apego al lugar) desempeñan un papel mediador en cadena. Además, el carácter local modera positivamente el efecto de refuerzo de la experiencia de B&B sobre la excitación placentera y refuerza el efecto positivo de la excitación placentera sobre el apego al lugar.

Implicaciones prácticas

Los resultados pueden proporcionar estrategias de CVCC útiles para los operadores de B&B. Pueden lograr la CVCC mejorando las experiencias de los clientes, reforzando las interacciones emocionales y construyendo la cultura local, mejorando así la competitividad de los B&B.

Originalidad/valor

La investigación actual carece de un análisis en profundidad sobre la relación interna y la lógica entre la experiencia de los B&B y la CVCC, especialmente desde las perspectivas psicológicas emocionales. Este estudio es uno de los primeros que revela el mecanismo del proceso de CVCC de los B&B bajo el modelo social del servicescape desde una perspectiva psicológica emocional. Proporciona un nuevo modelo teórico para la investigación sobre la CVCC en la lógica dominante de la experiencia.

Open Access
Article
Publication date: 24 May 2022

Emílio José Montero Arruda Filho, Everaldo Marcelo Souza da Costa and Juliana Cristina dos Santos Miranda

The aim of this research is to identify the characteristics that give rise to motivations to use social apps in light of behavioral concepts related to consumers’ desires…

Abstract

Purpose

The aim of this research is to identify the characteristics that give rise to motivations to use social apps in light of behavioral concepts related to consumers’ desires and emotional values.

Design/methodology/approach

Netnography is used as the main methodology to analyze and categorize user profiles of online social networks. These profiles are presented through conceptual headlines, which highlight the main characteristics of each user group.

Findings

The results of the study show that many users have become dependent on the WhatsApp application, either for technological reasons or for social reasons related to fashion and status.

Research limitations/implications

Few consumers actually explained the ways they use mobile social networks in the context of the procedures and level of communication performed. However, the influence of social contexts in the consumer environment is changing perceived values focusing on prestige and status to technological elements that the majority of consumers use.

Practical implications

Practical implications are directly related to forming business connections in a less formal and more hedonic environment, improving market results while fostering user enjoyment. In addition, the ongoing updates to WhatsApp have brought new functionalities and improvements to previously weak features.

Originality/value

Although other applications offer means by which to talk and send messages, WhatsApp continues to be (as of early 2021) the most used platform for conversation in Brazil. The sovereignty of WhatsApp is directly linked to its social value, which is related to the number of consumers who daily interact via the network.

Details

Revista de Gestão, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1809-2276

Keywords

Article
Publication date: 1 September 2014

Alex Mak, Lenis Cheung, Amy Mak and Loretta Leung

The purpose of this paper is to provide a concise introduction of sustainability in human resource management (HRM) from the western perspective. With a review of…

1346

Abstract

Purpose

The purpose of this paper is to provide a concise introduction of sustainability in human resource management (HRM) from the western perspective. With a review of Confucian thinking, it argues that the application of sustainability in HRM is more effective and efficient under the influence of Confucian values. Therefore, Chinese companies are likely ready to embrace the concept of sustainability and implement sustainable people management practices.

Design/methodology/approach

The paper is mainly theoretical in perspective. It also draws on semi-structured interview data derived from a study conducted in companies that operated in two cities in China: Guangzhou and Beijing to support the discussion of synergies between Confucian values and the western concept of sustainability in HRM.

Findings

In the interviews, it was evident that the interviewees were adhered to Confucian values, although they did not make the connection explicit. The interview data also showed how Confucian values (e.g. Ren, Yi, Li) affect Chinese management of human resources.

Research limitations/implications

The number of interviewees involved was not sufficient to allow a conclusive comparison between groups. Further research is needed to develop comparisons.

Practical implications

The paper suggests a favourable application of Confucian values in sustainable people management practices.

Originality/value

The interview data provide insight into how Confucian values lend support to sustainability in HRM.

Details

Asia-Pacific Journal of Business Administration, vol. 6 no. 3
Type: Research Article
ISSN: 1757-4323

Keywords

Article
Publication date: 2 May 2008

Lenis Lai‐Wan Cheung

China is a fast‐growing economy, and many multinational companies (MNCs) have found their ways to infiltrate that market. The competition among the MNCs has generated…

1418

Abstract

Purpose

China is a fast‐growing economy, and many multinational companies (MNCs) have found their ways to infiltrate that market. The competition among the MNCs has generated human resource management (HRM) problems. When formulating approaches in dealing with these problems, the expatriate management of the MNCs often “speak for” their local employees, as if the latter has no voice of its own. It is suspected that MNCs know partly what their local employees value. With such limited understanding, the former may be ineffective in managing their local staff. The purpose of this paper is to report a study that explores the HRM problems from local employees' perspectives. To understand Chinese employees, the conceptual lens, stemmed from Chinese philosophical traditions instead of that derived from western experience, is used.

Design/methodology/approach

Data were collected through semi‐structured interviews with Chinese employees working in MNCs.

Findings

The findings suggest that “asymmetrical understanding” exists between expatriate managers and their Chinese employees, and that the former may know much less about the latter than it is normally assumed.

Research limitations/implications

The findings, illustrated through interviews, have shed light on how MNCs could manage their Chinese employees, and how a meaningful dialogue could take place: understanding the other (Chinese employees) on their own intellectual ground to overcome “asymmetrical understanding”.

Originality/value

By allowing the voice of the other to come forth rather than to keep it in the background as, at best, a whisper, the study helps create a platform for a meaningful cross‐cultural dialogue between voices from the west and the other.

Details

Critical perspectives on international business, vol. 4 no. 2/3
Type: Research Article
ISSN: 1742-2043

Keywords

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