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Assiouras, Ioannis; Skourtis, George; Giannopoulos, Antonios; Buhalis, Dimitrios; Koniordos, Michalis
Annals of tourism research, September 2019, 2019-09-00, Volume: 78Journal Article
Drawing on social exchange theory and the service-dominant logic framework this paper explores the association between value co-creation and the willingness to engage in customer citizenship behavior in the hospitality and tourism context. Tourism and hospitality firms are increasingly offering opportunities for co-production and value-in-use not only to increase revisit and repurchase intentions but also to benefit from manifestations of customer citizenship behavior such as customer feedback, advocacy, customer-to-customer assistance and tolerance in less satisfactory future services. The paper offers a building block for future work to investigate the causal relationship between the dimensions of value co-creation (co-production and value-in-use) and customer citizenship behavior. •Value co-creation is correlated with willingness to engage in customer citizenship behavior.•Value co-creation is correlated with guest satisfaction.•Guest satisfaction is correlated with willingness to engage in customer citizenship behavior.•Social exchange theory can explain the relationship between these variables.
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