Customer satisfaction with co-created hospitality services: Regulatory focus orientation and positive disconfirmation

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dc.authoridALTINIGNE, NESENUR/0000-0002-9824-1763;
dc.authorwosidALTINIGNE, NESENUR/AAB-6797-2020
dc.authorwosidARIKAN, Esra/Z-3545-2019
dc.contributor.authorKuzgun, Ebru
dc.contributor.authorAltinigne, Nesenur
dc.contributor.authorArikan, Esra
dc.date.accessioned2024-07-18T20:48:57Z
dc.date.available2024-07-18T20:48:57Z
dc.date.issued2022
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractNew enhancements that foster more customer-focused services, such as the co-creation of hotel service offerings with hotel guests, have changed the conventional thinking in the hospitality industry. In this regard, the current study contributes to the understanding of the effect of co-creation on customer satisfaction in the hospitality industry, focusing on customers' idiosyncratic characteristics. Particularly, the study investigates the moderating role of customers' regulatory focus orientation (promotion vs. prevention) and the mediating role of customers' positive disconfirmation on the relationship between value co-creation (VCC) level of hotel services and customer satisfaction. The model is tested using an experimental design with 328 responses. The results show that a high level of VCC in hotel services leads promotion-focused (prevention-focused) customers to experience lower (higher) levels of positive disconfirmation compared to a low level of VCC, as promotion-focused (prevention-focused) customers have higher (lower) performance expectations from a high VCC service offering due to the regulatory fit (non-fit) they have with the service design. The findings also indicate that service failure generates less dissatisfaction in a high VCC level in hotel services than a low VCC level since customers take more responsibility for the unfavorable outcome when they participate more in the VCC process. These results indicate that when hotels design co-created services, they need to generate coherence between customers' regulatory focus orientation and the service's VCC level.en_US
dc.identifier.doi10.1177/13567667221095591
dc.identifier.endpage523en_US
dc.identifier.issn1356-7667
dc.identifier.issn1479-1870
dc.identifier.issue4en_US
dc.identifier.scopus2-s2.0-85132679021en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage510en_US
dc.identifier.urihttps://doi.org/10.1177/13567667221095591
dc.identifier.urihttps://hdl.handle.net/11411/8017
dc.identifier.volume28en_US
dc.identifier.wosWOS:000792690900001en_US
dc.identifier.wosqualityQ2en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherSage Publications Ltden_US
dc.relation.ispartofJournal of Vacation Marketingen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectValue Co-Creationen_US
dc.subjectRegulatory Focusen_US
dc.subjectPositive Disconfirmationen_US
dc.subjectService Outcomeen_US
dc.subjectHospitality Servicesen_US
dc.subjectProduct Failureen_US
dc.subjectConsumeren_US
dc.subjectTourismen_US
dc.subjectParticipationen_US
dc.subjectPreventionen_US
dc.subjectPromotionen_US
dc.subjectRecoveryen_US
dc.subjectDissatisfactionen_US
dc.subjectEngagementen_US
dc.subjectFiten_US
dc.titleCustomer satisfaction with co-created hospitality services: Regulatory focus orientation and positive disconfirmationen_US
dc.typeArticleen_US

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