Customer knowledge sharing, creativity and value co-creation

Xinhua Guan · Lishan Xie · Tzung-Cheng T.C. Huan

50 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Service and Product Innovation Customer Service Quality and Loyalty Innovation and Knowledge Management

Abstract

Purpose This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship orientation (ORO), employee adaptiveness (EA) and customer expertise (CE), and that influences employee creativity (EC) and customer-perceived economic value (CEV). Design/methodology/approach With subjects being conference and meeting organizers for hotel service, a survey was conducted in major Chinese cities. In the survey, high-star-rated hotels’ corporate sales personnel provided data if a sales person got one of their customers to provide data. Only responses for hotels for which two employee–customer matched records were obtained could be used for analysis by using hierarchical linear modeling; so, 217 matched records from 48 hotels were processed. Findings Accepting five hypotheses and having coefficients for control variables allow new insights into the importance of CKS. Insights regarding brand familiarity, employee seniority, etc. contribute to theory and improving research. Practical implications Action can include fostering benefit from CE, nurturing EA and supporting ORO. Action can be recruiting and training employees with special considerations to their level and use of EA that facilitates acquiring valuable knowledge from customers. For researchers, practical implications relate to improving modeling and recognizing new research. Originality/value This study provides new findings on ORO, EA and CE affecting CKS, as well as showing relationships of CKS with EC and CEV. Coefficients of control variables yield insights beyond control that contribute to theory and to identifying new research. Examining response distributions highlights analysis issues, suggesting avenues for new research.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Evolving to a New Dominant Logic for Marketing 2007Service-dominant logic: continuing the evolution 2004Co-creation experiences: The next practice in value creation 1987Dimensions of Consumer Expertise 2007Managing the co-creation of value 2006Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis 2003Managing Knowledge in Organizations: An Integrative Framework and Review of Emerging Themes

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