Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship

Dublin Core

Title

Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship

Creator

Robert Ebo Hinson

Description

Value co-creation (VC) is generally considered as having mutually beneficial implications for all actors involved. Nonetheless, emerging evidence on value co-destruction and its consequences on the wellbeing of co-creating actors implies that narrowing down on specific fallouts of this process is needed for managerial interventions. This paper contributes to the value-co-creation literature by exploring the relationship between customer participation in VC on some difficult to detect employee service behaviors: workaholism and fear-based silence. The extent to which employee trust (TRS) in employee – hotel relationship moderates these relations is assessed. While the findings from 422 frontline employee-customer data within luxury hotels in Ghana support a negative effect of VC on fear-based silence and workaholism, TRS buffered these effects. We recommend that VC in service failure and recovery be approached with tact, compassion, and forgiveness.

Publisher

J. Retailing Consum. Serv.

Date

2021

Source

https://www.sciencedirect.com/science/article/abs/pii/S0969698921004641

Language

English