Relational energy and co-creation: effects on hospitality stakeholders’ wellbeing

Lenna V. Shulga · James A. Busser · Wen Chang

13 citations0/0 files storedJournal of Hospitality Marketing & Management

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Service and Product Innovation Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior

Abstract

Drawing from service-dominant logic and conservation of resources theory, the aim of this study was to examine the integration of relational energy as a complementary operant resource. US respondents (n = 720) participated in a scenario-based online survey depicting value co-creation at a destination resort as customers (N = 360) and front-line employees (N = 360). PROCESS Model and MANOVA results showed that in value co-creation, relational energy had direct and mediated effects on actors’ subjective wellbeing and perceptions of company competitive service advantage (PSCA). Positive appraisal of co-created value served a mediating role for actors’ wellbeing and PSCA. Generations served as a full moderator from relational energy to wellbeing, and partial moderator from co-created value (CCV) to wellbeing. No moderation effect of generations was found between CCV and PCSA, but partial moderation from relational energy to PSCA. This study is the first to identify relational energy as a resource necessary for successful co-creation that improves actors’ wellbeing.

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References

2007Service-dominant logic: continuing the evolution 2011Dimensionalizing Cultures: The Hofstede Model in Context 2000Subjective well-being: The science of happiness and a proposal for a national index.2001The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory 2015Institutions and axioms: an extension and update of service-dominant logic 2012Critical service logic: making sense of value creation and co-creation 2005Design and Analysis: A Researcher's Handbook 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

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