The relationship between personality, customer participation, customer value and customer satisfaction in tourism service

被引：0

作者：

Wu, Cedric Hsi-Jui ^{[1
]}

Mursid, Ali ^{[1
,2
]}

机构：

[1] Natl Dong Hwa Univ, Dept Business Adm, 1,Sect 2,Da Hsueh Rd, Hualien, Taiwan

[2] Cent Java, Bank BPD Jateng, Sch Econ & Business, Dept Management, Pemuda St 4A, Semarang, Central Java, Indonesia

来源：

EUROPEAN JOURNAL OF TOURISM RESEARCH | 2019年 / 23卷

关键词：

personality; customer participation; customer value and customer satisfaction; VALUE CO-CREATION; PERCEIVED VALUE; 5-FACTOR MODEL; CITIZENSHIP BEHAVIORS; EXPERIENCE; ANTECEDENTS; PERFORMANCE; DIMENSIONS; TRAITS; SENSITIVITY;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study discusses the effects of the Big Five personality traits, namely extraversion, openness, agreeableness, consciousness, and neuroticism, on customer participation in tourism service. Moreover, it verifies the relationship between customer participation, functional value, emotional value and customer satisfaction. The data analysis employs confirmatory factor analysis (CFA) and structural equation modeling with a total sample of 496 tour participants. The results show the personality traits of extraversion, openness, and agreeableness significantly affect customer participation, while consciousness and neuroticism insignificantly affect customer participation. Customer participation directly affects customer satisfaction. In addition, customer participation has positive effects on functional value and emotional value, and, subsequently, functional value and emotional value affect customer satisfaction.

引用

页码：156 / 171

页数：16

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