IDEAS home Printed from https://ideas.repec.org/a/eee/teinso/v78y2024ics0160791x24001878.html
   My bibliography  Save this article

Impact of firm/customer innovativeness and identification on customer value co-creation, happiness and satisfaction

Author

Listed:
  • Ghali, Zohra
  • Rather, Raouf Ahmad
  • Abumalloh, Rabab Ali
  • Ghaderi, Zahed
  • Nawaz, Muhammad Zahid
  • Abbasi, Amir Zaib
  • Jaziri, Dhouha

Abstract

Although, the growing insights of innovativeness, customer-brand-identification (CBI), or value co-creation (VCC) in destination/tourism and health service-contexts, limited remains recognized regarding the interface of these and related factors in luxury hotel-brand-contexts. Drawing on service-dominant-logic and social-identity-theory informed perspectives; we suggest and test a model that investigates the interface between firm-innovativeness (FIN), customer-innovativeness (CIN), CBI, VCC, customer-satisfaction and happiness with luxury-hotel-brands. A sample of 326 hotel-customers was analyzed by deploying PSL-SEM-based transmittal-mediation-analysis. Findings first exposed that FIN have a significant/positive effect on VCC and CBI. Second, our results corroborated CBI's positive impact on VCC. Third, results uncovered CIN's significant influence on VCC and CBI. Fourth, findings discovered VCC's positive influence on satisfaction and happiness. Finally, findings showed FIN's, CBI's, and CIN's indirect effect on satisfaction and happiness mediated through VCC. The study contributes existing-knowledge and facilitates hotel-marketers to best stimulate firm/customer innovativeness-based VCC, satisfaction and happiness, thus offers important implications.

Suggested Citation

  • Ghali, Zohra & Rather, Raouf Ahmad & Abumalloh, Rabab Ali & Ghaderi, Zahed & Nawaz, Muhammad Zahid & Abbasi, Amir Zaib & Jaziri, Dhouha, 2024. "Impact of firm/customer innovativeness and identification on customer value co-creation, happiness and satisfaction," Technology in Society, Elsevier, vol. 78(C).
    • Handle: RePEc:eee:teinso:v:78:y:2024:i:c:s0160791x24001878
    DOI: 10.1016/j.techsoc.2024.102639
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160791X24001878
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techsoc.2024.102639?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Pan, Qiaohong & Luo, Wenping & Fu, Yi, 2022. "A csQCA study of value creation in logistics collaboration by big data: A perspective from companies in China," Technology in Society, Elsevier, vol. 71(C).
    2. Abbasi, Amir Zaib & Tsiotsou, Rodoula H. & Hussain, Khalil & Rather, Raouf Ahmad & Ting, Ding Hooi, 2023. "Investigating the impact of social media images’ value, consumer engagement, and involvement on eWOM of a tourism destination: A transmittal mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    3. Tuškej, Urška & Golob, Urša & Podnar, Klement, 2013. "The role of consumer–brand identification in building brand relationships," Journal of Business Research, Elsevier, vol. 66(1), pages 53-59.
    4. Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
    5. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    6. Sukkird, Vatcharapong & Shirahada, Kunio, 2015. "Technology challenges to healthcare service innovation in aging Asia: Case of value co-creation in emergency medical support system," Technology in Society, Elsevier, vol. 43(C), pages 122-128.
    7. Assiouras, Ioannis & Skourtis, George & Giannopoulos, Antonios & Buhalis, Dimitrios & Koniordos, Michalis, 2019. "Value co-creation and customer citizenship behavior," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
    8. Wang, Xueqin & Wong, Yiik Diew & Sun, Shanshan & Yuen, Kum Fai, 2022. "An investigation of self-service technology usage during the COVID-19 pandemic: The changing perceptions of ‘self’ and technologies," Technology in Society, Elsevier, vol. 70(C).
    9. Mokthtari Moughari, Mahdieh & Daim, Tugrul U., 2023. "Developing a model of technological innovation for export development in developing countries," Technology in Society, Elsevier, vol. 75(C).
    10. Ghali, Zohra & Rather, Raouf Ahmad & Khan, Imran, 2024. "Investigating metaverse marketing-enabled consumers’ social presence, attachment, engagement and (re)visit intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    11. Kumar Rakesh Ranjan & Stuart Read, 2016. "Value co-creation: concept and measurement," Journal of the Academy of Marketing Science, Springer, vol. 44(3), pages 290-315, May.
    12. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, April.
    13. Vo-Thanh, Tan & Zaman, Mustafeed & Hasan, Rajibul & Rather, Raouf Ahmad & Lombardi, Rosa & Secundo, Giustina, 2021. "How a mobile app can become a catalyst for sustainable social business: The case of Too Good To Go," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    14. Zibarzani, Masoumeh & Abumalloh, Rabab Ali & Nilashi, Mehrbakhsh & Samad, Sarminah & Alghamdi, O.A. & Nayer, Fatima Khan & Ismail, Muhammed Yousoof & Mohd, Saidatulakmal & Mohammed Akib, Noor Adelyna, 2022. "Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology," Technology in Society, Elsevier, vol. 70(C).
    15. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    16. Molinillo, Sebastian & Japutra, Arnold & Ekinci, Yuksel, 2022. "Building brand credibility: The role of involvement, identification, reputation and attachment," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    17. Chen, James K.C. & Batchuluun, Amrita & Batnasan, Javkhuu, 2015. "Services innovation impact to customer satisfaction and customer value enhancement in airport," Technology in Society, Elsevier, vol. 43(C), pages 219-230.
    18. Akhtar, Naeem & Hameed, Zahid & Islam, Tahir & Pant, Manoj Kumar & Sharma, Anshuman & Rather, Raouf Ahmad & Kuzior, Aleksandra, 2024. "Avatars of influence: Understanding how virtual influencers trigger consumer engagement on online booking platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    19. Büyükdağ, Naci & Kitapci, Olgun, 2021. "Antecedents of consumer-brand identification in terms of belonging brands," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    20. Raouf Ahmad Rather, 2021. "Monitoring the impacts of tourism-based social media, risk perception and fear on tourist’s attitude and revisiting behaviour in the wake of COVID-19 pandemic," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(23), pages 3275-3283, December.
    21. Raouf Ahmad Rather & Linda D. Hollebeek & Jamid Ul Islam, 2019. "Tourism-based customer engagement: the construct, antecedents, and consequences," The Service Industries Journal, Taylor & Francis Journals, vol. 39(7-8), pages 519-540, June.
    22. Sarstedt, Marko & Hair, Joseph F. & Ringle, Christian M. & Thiele, Kai O. & Gudergan, Siegfried P., 2016. "Estimation issues with PLS and CBSEM: Where the bias lies!," Journal of Business Research, Elsevier, vol. 69(10), pages 3998-4010.
    23. Prebensen, Nina K. & Xie, Jinghua, 2017. "Efficacy of co-creation and mastering on perceived value and satisfaction in tourists' consumption," Tourism Management, Elsevier, vol. 60(C), pages 166-176.
    24. Alsaad, Abdallah & Alam, Md. Moddassir & Lutfi, Abdalwali, 2023. "A sensemaking perspective on the association between social media engagement and pro-environment behavioural intention," Technology in Society, Elsevier, vol. 72(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Rather, Raouf Ahmad & Raisinghani, Manju & Gligor, David & Parrey, Shakir Hussain & Russo, Ivan & Bozkurt, Sıddık, 2023. "Examining tourist citizenship behaviors through affective, cognitive, behavioral engagement and reputation: Symmetrical and asymmetrical approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Halpern, Nigel & Mwesiumo, Deodat & Suau-Sanchez, Pere & Budd, Thomas & Bråthen, Svein, 2021. "Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports," Journal of Air Transport Management, Elsevier, vol. 90(C).
    3. Felicitas Evangelista & Maria Estela Varua & Vivienne Saverimuttu & Rina Datt & Hugh Pattinson & Karina Wardle & Anna Evangelista, 2022. "Antecedents and Outcomes of Service Co-Creation in the Sharing Economy," SAGE Open, , vol. 12(2), pages 21582440221, May.
    4. Ghali, Zohra & Rather, Raouf Ahmad & Khan, Imran, 2024. "Investigating metaverse marketing-enabled consumers’ social presence, attachment, engagement and (re)visit intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    5. Kevin K. Byon & Jingxian (Cecilia) Zhang & Wooyoung (William) Jang, 2022. "Examining the Value Co-Creation Model in Motor Racing Events: Moderating Effect of Residents and Tourists," Sustainability, MDPI, vol. 14(15), pages 1-29, August.
    6. Khan, Imran, 2023. "Customer engagement outcomes in mobile applications: Self-congruence as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    7. Kayeser Fatima, Johra & Khan, Md Irfanuzzaman & Bahmannia, Somayeh & Chatrath, Sarvjeet Kaur & Dale, Naomi F. & Johns, Raechel, 2024. "Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    8. Anthony Okoeguale, 2023. "Brand Value Co-creation Revisited: A Critical Review of Studies," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 12, March.
    9. Nketiah, Emmanuel & Song, Huaming & Cai, Xiang & Adjei, Mavis & Adu-Gyamfi, Gibbson & Obuobi, Bright, 2022. "Citizens’ intention to invest in municipal solid waste to energy projects in Ghana: The impact of direct and indirect effects," Energy, Elsevier, vol. 254(PC).
    10. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    11. Azad Moghddam, Hamed & Carlson, Jamie & Wyllie, Jessica & Mahmudur Rahman, Syed, 2024. "Scroll, Stop, Shop: Decoding impulsive buying in social commerce," Journal of Business Research, Elsevier, vol. 182(C).
    12. Ratten, Vanessa & da Silva Braga, Vitor Lélio & da Encarnação Marques, Carla Susana, 2021. "Sport entrepreneurship and value co-creation in times of crisis: The covid-19 pandemic," Journal of Business Research, Elsevier, vol. 133(C), pages 265-274.
    13. Marcos Carchano & Inmaculada Carrasco & Ángela González, 2024. "Eco‐innovation and environmental performance: Insights from Spanish wine companies," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 95(2), pages 595-623, June.
    14. Marko Sarstedt & Jun-Hwa Cheah, 2019. "Partial least squares structural equation modeling using SmartPLS: a software review," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(3), pages 196-202, September.
    15. Hirsch, Bernhard & Nitzl, Christian & Schoen, Matthias, 2018. "Interorganizational trust and agency costs in credit relationships between savings banks and SMEs," Journal of Banking & Finance, Elsevier, vol. 97(C), pages 37-50.
    16. Basco, Rodrigo & Hair, Joseph F. & Ringle, Christian M. & Sarstedt, Marko, 2022. "Advancing family business research through modeling nonlinear relationships: Comparing PLS-SEM and multiple regression," Journal of Family Business Strategy, Elsevier, vol. 13(3).
    17. Dell'Anno, Roberto & Pergolizzi, Antonio & Pittiglio, Rosanna & Reganati, Filippo, 2020. "Waste crime in Italian Regions: A Structural Equation Approach," Socio-Economic Planning Sciences, Elsevier, vol. 71(C).
    18. Samuel Ogbeibu & Charbel Jose Chiappetta Jabbour & James Gaskin & Abdelhak Senadjki & Mathew Hughes, 2021. "Leveraging STARA competencies and green creativity to boost green organisational innovative evidence: A praxis for sustainable development," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2421-2440, July.
    19. Murat Arslan & Huseyin Ince & Salih Zeki Imamoglu, 2024. "Effects of Standardized Innovation Management Systems on Innovation Ambidexterity and Innovation Performance," Sustainability, MDPI, vol. 17(1), pages 1-21, December.
    20. Linda D. Hollebeek & Moira K. Clark & Wafa Hammedi & René Arvola, 2021. "Cocreated brand value: theoretical model and propositions," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 413-428, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:teinso:v:78:y:2024:i:c:s0160791x24001878. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/technology-in-society .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.