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Co-creation and co-destruction of service quality through customer-to-customer interactions
16 references·16 citing·39 second hopsampled
Co-creation and co-destruction of service quality through customer-to-customer interactions (2019)Co-creation and co-destruction of service…Service-dominant logic 2025 (2016)Service-dominant logic 2025Customer value co-creation behavior: Scale development and validation (2012)Customer value co-creation be…Customer engagement, buyer‐seller relationships, and social media (2012)Customer engagement, buyer‐se…Critical service logic: making sense of value creation and co-creation (2012)Critical service logic: makin…Co-creation and co-destruction: A practice-theory based study of interactive value formation (2011)Co-creation and co-destructio…Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic (2010)Not always co‐creation: intro…Expanding understanding of service exchange and value co-creation: a social construction approach (2010)Expanding understanding of se…The evolving brand logic: a service-dominant logic perspective (2009)The evolving brand logic: a s…Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Experience quality, perceived…Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Brand Experience: What Is It?…Service-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…Managing the co-creation of value (2007)Managing the co-creation of v…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…An approach to environmental psychology (1974)An approach to environmental …Value Co-Destruction: A Conceptual Review and Future Research Agenda (2023)Value Co-Destruction: A Conce…Value co-destruction in tourism and hospitality: a systematic literature review and future research agenda (2023)Value co-destruction in touri…Value co-creation research in tourism and hospitality management: A systematic literature review (2023)Value co-creation research in…Exploring the effects of value co-creation strategies in event services on attendees’ citizenship behaviors: The roles of customer empowerment and psychological ownership (2023)Exploring the effects of valu…Value cocreation research in tourism and hospitality: a comparative bibliometric analysis (2021)Value cocreation research in …Value co-destruction: The influence of failed interactions on members’ behaviors in online travel communities (2021)Value co-destruction: The inf…Value co-destruction: Review and conceptualization of interactive value formation (2021)Value co-destruction: Review …Toward a conceptual understanding of co-creation in branding (2021)Toward a conceptual understan…The role of consumer-consumer interaction and consumer-brand interaction in driving consumer-brand engagement and behavioral intentions (2021)The role of consumer-consumer…From service-dominant orientation to positive customer outcomes: a self-determination model in the custom travel service context (2021)From service-dominant orienta…Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect (2021)Customer experience and brand…The role of co-creation experience in engaging customers with service brands (2020)The role of co-creation exper…Scale development of value co-destruction behavior in tourism (2020)Scale development of value co…Exploring the roles of hotel wellness attributes in customer satisfaction and dissatisfaction: application of Kano model through mixed methods (2020)Exploring the roles of hotel …Cocreation of the hospitality brand experience: A triadic interaction model (2020)Cocreation of the hospitality…A holistic aesthetic experience model: Creating a harmonious dining environment to increase customers' perceived pleasure (2020)A holistic aesthetic experien…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Destination image and tourist loyalty: A meta-analysis (2013)Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (2015)Cultural tourism: An analysis of engagement, cultural contact, memorable tourism experience and destination loyalty (2017)Measuring the Involvement Construct (1985)On the Evaluation of Structural Equation Models (1988)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Evolving to a New Dominant Logic for Marketing (2003)Theory of value co-creation: a systematic literature review (2014)Measuring business model innovation: conceptualization, scale development, and proof of performance (2016)The Social Construction of Reality: A Treatise in the Sociology of Knowledge. (1967)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Institutions and axioms: an extension and update of service-dominant logic (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)The reflective practitioner: How professionals think in action (1984)The Reflective Practitioner: How Professionals Think in Action (1985)Customer Engagement (2011)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-Reports in Organizational Research: Problems and Prospects (1986)Structural Equations with Latent Variables. (1991)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Common Method Bias in PLS-SEM (2015)Service-dominant logic: reactions, reflections and refinements (2006)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Understanding Customer Experience Throughout the Customer Journey (2016)Evidence for a three-factor theory of emotions (1977)Seeking the Ideal Form: Product Design and Consumer Response (1995)Core affect and the psychological construction of emotion. (2003)
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References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2007Service-dominant logic: continuing the evolution7,615 cited
  • 1974An approach to environmental psychology7,295 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
  • 2007Managing the co-creation of value3,467 cited
  • 2012Critical service logic: making sense of value creation and co-creation2,577 cited
  • 2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists2,574 cited
  • 2012Customer value co-creation behavior: Scale development and validation1,675 cited
  • 2010Expanding understanding of service exchange and value co-creation: a social construction approach1,426 cited
  • 2012Customer engagement, buyer‐seller relationships, and social media1,388 cited
  • 2016Service-dominant logic 20251,365 cited
  • 2011Co-creation and co-destruction: A practice-theory based study of interactive value formation899 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2010Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic886 cited
  • 2009The evolving brand logic: a service-dominant logic perspective881 cited
  • Cited by

    • 2021The role of consumer-consumer interaction and consumer-brand interaction in driving consumer-brand engagement and behavioral intentions177 cited
    • 2021Value co-destruction: Review and conceptualization of interactive value formation134 cited
    • 2023Value co-creation research in tourism and hospitality management: A systematic literature review120 cited
    • 2021Toward a conceptual understanding of co-creation in branding105 cited
    • 2023Value Co-Destruction: A Conceptual Review and Future Research Agenda98 cited
    • 2021Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect98 cited
    • 2020A holistic aesthetic experience model: Creating a harmonious dining environment to increase customers' perceived pleasure80 cited
    • 2020The role of co-creation experience in engaging customers with service brands79 cited
    • 2020Exploring the roles of hotel wellness attributes in customer satisfaction and dissatisfaction: application of Kano model through mixed methods68 cited
    • 2021Value co-destruction: The influence of failed interactions on members’ behaviors in online travel communities53 cited
    • 2021Value cocreation research in tourism and hospitality: a comparative bibliometric analysis53 cited
    • 2020Scale development of value co-destruction behavior in tourism50 cited
    • 2023Exploring the effects of value co-creation strategies in event services on attendees’ citizenship behaviors: The roles of customer empowerment and psychological ownership46 cited
    • 2020Cocreation of the hospitality brand experience: A triadic interaction model45 cited
    • 2023Value co-destruction in tourism and hospitality: a systematic literature review and future research agenda43 cited
    • 2021From service-dominant orientation to positive customer outcomes: a self-determination model in the custom travel service context40 cited