Cocreation as Moderator between the Experience Value and Satisfaction Relationship

Journal of Travel Research

Volumn 55, Issue 7, 2016, Pages 934-945

  Prebensen, Nina K ^a   Uysal, Muzaffer ^c  

^a UNIVERSITY OF TROMSØ   (Norway)

^b Lina)   (United States)

^c VIRGINIA POLYTECHNIC INSTITUTE AND STATE UNIVERSITY   (United States)

Author keywords

cocreation; experience; perceived value; satisfaction

Indexed keywords

RECREATIONAL ACTIVITY; TOURISM; TOURIST BEHAVIOR; TRAVEL BEHAVIOR;

NORWAY;

EID: 84981167251     PISSN: 00472875     EISSN: 15526763     Source Type: Journal    
DOI: 10.1177/0047287515583359     Document Type: Article

References (81)

1. H.Z.Al-SabbahyY.EkinciM.Riley2004. “An Investigation of Perceived Value Dimensions: Implications for Hospitality Research.” Journal of Travel Research42 (3): 226–34.
2. L.AndradesL.Dimanche2014. “Co-creation of Experience Value: A Tourist Behaver Approach.” In Creating Experience Value in Tourism, edited by, 95–112. Boston, MA: CABI.
3. S.AuhS.J.BellC.S.McLeodE.Shih2007. “Co-production and Customer Loyalty in Financial Services.” Journal of Retailing83 (3): 359–70.
4. B.J.BabinW.R.DardenM.Griffin1994. “Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value.” Journal of Consumer Research20:644–56.
5. I.P.Bajs2015. “Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions: The Example of the Croatian Tourist Destination Dubrovnik.” Journal of Travel Research54 (1): 122–34.
6. D.A.BakerJ.L.Crompton2000. “Quality, Satisfaction and Behavioral Intentions.” Annals of Tourism Research27 (3): 785–804.
7. R.M.BaronD.A.Kenny1986. “The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations.” Journal of Personality and Social Psychology51:1173–82.
8. D.C.BelloM.J.Etzel1985. “The Role of Novelty in the Pleasure Travel Experience.” Journal of Travel Research24 (1): 20–26.
9. N.BendapudiR.P.Leone2003. “Psychological Implications of Customer Participation in Co-production.” Journal of Marketing67:14–28.
10. K.A.Bollen1989. Structural Equations with Latent Variables. New York: John Wiley.
11. R.N.BoltonJ.H.Drew1991. “A Multistage Model of Customers’ Assessments of Service Quality and Value.” Journal of Consumer Research17:375–84.
12. G.L.BradleyB.A.Sparks2012. “Antecedents and Consequences of Consumer Value: A Longitudinal Study of Timeshare Owners.” Journal of Travel Research51 (2): 191–204.
13. B.M.Byrne1998. Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basic Concepts, Applications, and Programming. Hillsdale, NJ: Lawrence Erlbaum.
14. C.ChenF.Chen2010. “Experience Quality, Perceived Value, Satisfaction and Behavior Intentions for Heritage Tourists.” Tourism Management31 (1): 29–35.
15. F.ChenM.Tsai2008. “Perceived Value, Satisfaction, and Loyalty of TV Travel Product Shopping: Involvement as a Moderator.” Tourism Management29 (6): 1166–71.
16. D.S.P.CermakK.M.FileR.A.Prince1994. “Customer Participation in Service Specification and Delivery.” Journal of Applied Business Research10 (2): 90–97.
17. A.ChakravartiC.Janiszewski2003. “The Influence of Macro-level Motives on Consideration Set Composition in Novel Purchase Situations.” Journal of Consumer Research30 (2): 244–58.
18. B.CovaD.DalliD.Zwick2011. “Critical Perspectives on Consumers’ Role as ‘Producers’: Broadening the Debate on Value Co-creation in Marketing Processes.” Marketing Theory11 (3): 231–41.
19. J.J.CroninM.K.BradyG.T.M.Hult2000. “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments.” Journal of Retailing76 (2): 193–218.
20. P.Dabholkar1990. “How to Improve Perceived Quality by Improving Customer Participation.” In Developments in Marketing Science, edited by, 483–87. Cullowhee, NC: Academy of Marketing Science.
21. K.de RuyterJ.Bloemer1999. “Customer Loyalty in Extended Service Settings.” International Journal of Service Industry Management10:320–36.
22. K.de WulfG.Odekerken-SchröderD.Lacobucci2001. “Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration.” Journal of Marketing65 (4): 33–51.
23. U.M.Dholakia1997. “An Investigation of the Relationship between Perceived Risk and Product Involvement.” Advances in Consumer Research24 (1): 159–67.
24. U.M.Dholakia1998. “Involvement-Response Models of Joint Effects: An Empirical Test and Extension.” Advances in Consumer Research25 (1): 499–506.
25. I.R.EdvardssonG.K.Oskarsson2011. “Knowledge Management and Value Creation in Service Firms.” Measuring Business Excellence15 (4): 7–15.
26. A.F.FiratN.DholakiaA.Venkatesh1995. “Marketing in a Postmodern World.” European Journal of Marketing29 (1): 40–56.
27. A.F.FiratA.Venkatesh1993. “Postmodernity: The Age of Marketing.” International Journal of Research in Marketing10 (3): 227–49.
28. C.FornellM.D.JohnsonE.W.AndersonJ.ChaB.E.Bryant1996. “The American Customer Satisfaction Index: Nature, Purpose and Findings.” Journal of Marketing60 (4): 7–17.
29. M.G.GallarzaI.G.Gil-Saura2006. “Value Dimensions, Perceived Value, Satisfaction and Loyalty: An Investigation of University Students’ Travel Behavior.” Tourism Management27:437–52.
30. S.GardinerC.KingD.Grace2013. “Travel Decision Making: An Empirical Examination of Generational Values, Attitudes, and Intentions.” Journal of Travel Research52 (3): 310–24.
31. C.Grönroos2008. “Service Logic Revisited: Who Creates Value? And Who Co-creates?” European Business Review20:298–314.
32. U.S.GrissemannN.E.Stokburger-Sauer2012. “Customer Co-creation of Travel Services: The Role of Company Support and Customer Satisfaction with the Co-creation Performance.” Tourism Management33 (6): 1483–92.
33. J.F.HairB.BlackB.BabinR.E.Anderson2009. Multivariate Data Analysis. Upper Saddle River, NJ: Prentice Hall.
34. R.Hallowell1996. “The Relationship of Customer Satisfaction, Customer loyalty and Profitability: An Empirical Study.” International Journal of Service Industry Management7 (4): 27–42.
35. S.HidiV.Anderson1992. “Situational Interest and Its Impact on Reading and Expository Writing.” In The Role of Interest in Learning and Development, edited by, 215–38. Hillsdale, NJ: Lawrence Erlbaum.
36. M.B.Holbrook1999. Consumer Value. A Framework for Analysis and Research. London: Routledge.
37. M.B.HolbrookE.C.Hirschman1982. “The Experiential Aspects of Consumption: Fantasies, Feelings and Fun.” Journal of Consumer Research9 (2): 132–39.
38. H.K.Hunt1977. “CS/D—Overview and Future Research Direction.” In Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, edited by, 455–88. Cambridge, MA: Marketing Science Institute.
39. J.HutchinsonF.LaiY.Wang2009. “Understanding the Relationships of Quality, Value, Equity, Satisfaction, and Behavioral Intentions among Golf Travelers.” Tourism Management30 (2): 298–308.
40. R.KashyapD.C.Bojanic2000. “A Structural Analysis of Value, Quality, and Price Perceptions of Business and Leisure Travelers.” Journal of Travel Research30 (1): 45–51.
41. J.-H.KimJ.R.Brent RitchieB.McCormick2012. “Development of a Scale to Measure Memorable Tourism Experiences.” Journal of Travel Research51 (12): 11–25.
42. A.KrappK.A.RenningerS.Hidi1991. “Interest, Learning, and Development: The Questions and Their Context.” In The Role of Interest in Learning and Development, edited by Hillsdale, NJ: Lawrence Erlbaum,.
43. G.LaurentJ.-N.Kapferer1985. “Measuring Consumer Involvement Profiles.” Journal of Marketing Research22 (1): 41–53.
44. R.F.LuschS.L.VargoM.Tanniru2010. “Service, Value Networks and Learning.” Journal of the Academy of Marketing Science38 (1): 19–31.
45. E.Mathis2013. “The Effects of Co-creation and Satisfaction on Subjective Well-Being.” Unpublished master’s thesis, Virginia Tech, Blacksburg, VA.
46. M.L.MeuterA.L.OstromR.I.RountreeM.J.Bitner2000. “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters.” Journal of Marketing64:50–64.
47. A.A.Mohd-AnyH.WinklhoferC.Ennew2014. “Measuring Users’ Value Experience on a Travel Website (e-Value): What Value Is Cocreated by the User?” Journal of Travel Research. Published online February17. doi:10.1177/0047287514522879.
48. B.Mittal1995. “Comparative Analysis of Four Scales of Consumer Involvement.” Psychology and Marketing12 (7): 663–82.
49. R.L.Oliver1981. Measurement and Evaluation of Satisfaction Process in Retail Settings. Journal of Retailing57 (Fall): 25–48, 138–39.
50. R.L.Oliver1997. Customer Satisfaction. A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
51. J.Pallant2011. SPSS Survival Manual: A Step by Step Guide to Data Analysis Using SPSS, 4th ed.Sydney: Allen and Unwin.
52. J.F.Petrick2004. “The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions.” Journal of Travel Research42 (4): 397–407.
53. J.F.PetrickS.J.Backman2001. “An Examination of Golf travelers’ Satisfaction, Perceived Value, Loyalty and Intentions to Revisit.” Tourism Analysis6 (3/4): 223–37.
54. B.J.PineJ.Gilmore1999. The Experience Economy: Work Is Theatre and Every Business a Stage. Boston: Harvard Business School Press.
55. N.K.PrebensenL.Foss2011. “Coping and Co-creating in Tourist Experiences.” International Journal of Tourism Research13:54–67.
56. N.K.PrebensenJ.VittersøT.Dahl2013. “Value Co-creation: Significance of Tourist Resources.” Annals of Tourism Research42:240–61.
57. N.K.PrebensenE.WooJ.ChenM.Uysal2013. “Motivation and Involvement as Antecedents of the Perceived Value of the Destination Experience.” Journal of Travel Research52 (2): 253–64.
58. N.K.PrebensenE.WooM.Uysal2014. “Experience value: Antecedents and Consquences.” Current Issues in Tourism17 (10): 910–28. doi:10.1080/13683500.2013.770451
59. C.Ryan1997. The Tourist Experience: A New Introduction. London: Cassell.
60. J.SànchezL.CallarisaR.M.RodrìguezM.A.Moliner2004. “Perceived Value of the Purchase of a Tourism Product.” Tourism Management27 (3): 394–409.
61. U.Schiefele1999. “Interest and Learning from Text.” Scientific Studies Reading3:257–80.
62. G.Schraw1998. “Processing and Recall Differences among Seductive Details.” Journal of Educational Psychology90:3–12.
63. J.N.ShethB.I.NewmanB.L.Gross1991. Consumption Values and Market Choice. Cincinnati, OH: South Western Publishing.
64. P.J.Silva2006. Exploring the Psychology of Interest. Oxford: Oxford University Press.
65. K.K.F.SoC.KingB.A.SparksY.Wang2014. “The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands.” Journal of Travel Research. Published online July7. doi:10.1177/0047287514541008
66. J.SweeneyG.Soutar2001. “Consumer Perceived Value: The Development of a Multiple Item Scale.” Journal of Retailing77 (2): 203–7.
67. J.C.SweeneyG.N.SoutarL.W.Johnson1999. “The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment.” Journal of Retailing75 (1): 77–105.
68. A.Toffler1980. The Third Wave. New York: Bantam Books.
69. S.V.TroyeM.Supphellen2012. “Consumer Participation in Coproduction: I Made It Myself Effects on Consumers’ Sensory Perceptions and Evaluations of Outcome and Input Product.” Journal of Marketing76 (2): 33–46.
70. S.-H.TsaurC.-H.YenS.-L.Hsiao2013. “Transcendent Experience, Flow and Happiness for Mountain Climbers.” International Journal of Tourism Research15:360–74.
71. M.Van BirgelenB.G.C.DellaertK.de Ruyter2012. “Communication Channel Consideration for In-Home Services. The Moderating Role of Customer Participation.” Journal of Service Management23 (2): 216–52.
72. S.L.VargoR.F.Lusch2004. “Evolving to a New Dominant Logic for Marketing.” Journal of Marketing68 (January): 1–27.
73. S.L.VargoR.F.Lusch2008. “Service Dominant Logic: Continuing the Evolution.” Journal of the Academy of Marketing Science36 (1): 1–10.
74. K.Weber2001. “Outdoor Adventure Tourism: A Review of Research Approaches.” Annals of Tourism Research28 (2): 363–80.
75. P.WilliamsG.N.Soutar2009. “Value, Satisfaction and Behavioural Intentions in an Adventure Tourism Context.” Annals of Tourism Research36 (3): 413–38.
76. R.B.Woodruff1997. “Customer Value: The Next Source for Competitive Advantage.” Journal of the Academy of Marketing Science25 (2): 139–53.
77. R.B.WoodruffS.F.Gardial1996. Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction. Malden, MA: Blackwell Business.
78. J.L.Zaichkowsky1985. “Measuring the Involvement Construct.” Journal of Consumer Research12 (3): 341–52.
79. V.A.ZeithamlValarie A.1988. “Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence.” Journal of Marketing52 (3): 2–22.
80. V.A.ZeithamlR.N.BoltonJ.DeightonT.L.KeininghamK.N.LemonJ.A.Petersen2006. “Forward-Looking Focus: Can Firms Have Adaptive Foresight?” Journal of Service Research9 (2): 168–83.
81. C.XieR.P.BagozziS.V.Troye2008. “Trying to Prosume: Toward a Theory of Consumers as Co-creators of Value.” Journal of the Academy of Marketing Science36:109–22.