6533b82efe1ef96bd1293353
RESEARCH PRODUCT
Exploring the relationship between co-creation and satisfaction using QCA
Carmen LlinaresSusana NavarroDolores Garzónsubject
MarketingService qualityKnowledge managementValue co-creationbusiness.industryQualitative comparative analysisCustomer satisfaction05 social sciencesHotel industryQualitative comparative analysisHospitality industryConsumer satisfaction0502 economics and businessCo-creationORGANIZACION DE EMPRESASfsQCA050211 marketingCustomer satisfactionMarketingbusinessPsychology050203 business & managementConsumer behaviourValuation (finance)description
Abstract Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2016-04-01 |