A study on the influencing factors of value co-destruction behavior in tourism interaction from the perspective of customer subjective fitting

Xinhua Guan · Jiamin Peng · Tzung-Cheng T.C. Huan

13 citations0/0 files storedJournal of Travel & Tourism Marketing

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Service and Product Innovation Diverse Aspects of Tourism Research Customer Service Quality and Loyalty

Abstract

Based on a systematic literature review of value co-destruction in tourism industry and on the analysis of person-environment fit theory, this paper constructs a conceptual model of surface-level fit and deep-level fit factors and value co-destruction behavior. The structural equation model analysis of the data of 369 valid questionnaires found that deep-level fit factors, including communication style differences, knowledge base compatibility and goal congruence, have significant impacts on value co-destruction behavior, while the effects of surface-level fit factors are not significant. The research conclusions have certain enlightening significance for tourism enterprises to intervene in value co-destruction behavior.

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References

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2022Trick or treat! How to reduce co-destruction behavior in tourism workplace based on conservation of resources theory?2024Customer value co-destruction behaviors in smart service encounters: Scale development and cross-cultural validation

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