Effects of Customer Resources on Customer Value from the Perspective of Value Co-creation

被引：0
|
作者：
Xiao M. [1 ,2 ]
Ma Q.-H. [1 ]
机构：
[1] School of Business Administration, Northeastern University, Shenyang
[2] School of Management, Shenyang University of Technology, Shenyang
来源：
Dongbei Daxue Xuebao/Journal of Northeastern University | 2019年 / 40卷 / 08期
关键词：
Customer resource; Customer value; Customer-company identification; Perceived organizational support;
D O I：
10.12068/j.issn.1005-3026.2019.08.025
中图分类号：
C [社会科学总论];
学科分类号：
03 ; 0303 ;
摘要：
Based on the theory of social identity and organizational support, the empirical research method was used, and the mechanism of customer resources affecting customer value through customer-company identification and perceived organizational support was analyzed. The results showed that:customers' human resources and relationship resources have a significant impact on customers' utilitarian value and hedonic value; customers' human resources and relationship resources have a significant impact on customer-company identification and perceived organizational support; customer-company identification has a significant positive impact on customers' utilitarian value and hedonic value; perceived organizational support has a significant positive impact on customers' utilitarian value; customer-company identification and perceived organizational support have mediating effect on the relationship between customers' human resources and customer value; the relationship between customer-company identification and perceived organizational support is non-recursive. © 2019, Editorial Department of Journal of Northeastern University. All right reserved.
引用
下载
收藏
页码：1205 / 1210and1216
相关论文
共 18 条
  • [1] Ple L., Studying customers' resource integration by service employees in interactional value co-creation, Journal of Services Marketing, 30, 2, pp. 152-164, (2016)
  • [2] Edvardsson B., Tronvoll B., Gruber T., Expanding understanding of service exchange and value co-creation: a social construction approach, Journal of the Academy of Marketing Science, 39, 2, pp. 327-339, (2011)
  • [3] Franke N., Schreier M., Why customers value self-designed products: the importance of process effort and enjoyment, Journal of Product Innovation Management, 27, 7, pp. 1020-1031, (2010)
  • [4] Iyanna S., Insights into consumer resource integration and value co-creation process, Journal of Applied Business Research, 32, 3, pp. 717-728, (2016)
  • [5] Baron S., Warnaby G., Individual customers' use and integration of resources: empirical findings and organizational implications in the context of value co-creation, Industrial Marketing Management, 40, 2, pp. 211-218, (2011)
  • [6] Park J., Ha S., Co-creation of service recovery: utilitarian and hedonic value and post-recovery responses, Journal of Retailing and Consumer Services, 28, pp. 310-316, (2016)
  • [7] S∅rensen F., Jensen J.F., Value creation and knowledge development in tourism experience encounters, Tourism Management, 46, pp. 336-346, (2015)
  • [8] Skarmeas D., Zeriti A., Baltas G., Relationship value: drivers and outcomes in international marketing channels, Journal of International Marketing, 24, 1, pp. 22-40, (2016)
  • [9] Homburg C., Wieseke J., Hoyer W.D., Social identity and the service-profit chain, Journal of Marketing, 73, 2, pp. 38-54, (2009)
  • [10] Jones C., Volpe E.H., Organizational identification: extending our understanding of social identities through social networks, Journal of Organizational Behavior, 32, 3, pp. 413-434, (2011)
12