Direct and indirect effects of operant resources on co-creation experience: empirical evidence from Airbnb consumers
Abstract
This study aims to empirically analyze the direct and indirect effects of operant resources on co-creation experience of Airbnb consumers. Specifically, this study examines operant resources’ impact on perceived benefits, trust, and co-creation experience. In addition, this study also investigates the effect of perceived benefits, and trust on co-creation experience. We managed to collect a sample of 201 respondents obtained through online surveys. Respondents were consumers who have used Airbnb service offerings. Data were gathered using a questionnaire developed on the basis of a literature review. A convenience sampling was adopted in inviting consumers to participate in this study. The hypotheses were analyzed using simple and multiple linear regression analysis. The results show that operant resources are proven to influence perceived benefits, and trust of consumers. Likewise, perceived benefits, trust, and operant resources have been shown to influence the co-creation experience. The novelty and the most important contribution of this study are that it has succeeded in proving empirically the existence of the Service-Dominant Logic (S-D Logic) perspective.
Keyword : service-dominant logic, operant resources, co-creation experience, value co-creation, tourism
How to Cite
Hastari, R., Adela, Z., Alkhair, H., & Wibowo, A. J. I. (2020). Direct and indirect effects of operant resources on co-creation experience: empirical evidence from Airbnb consumers. Business: Theory and Practice, 21(1), 92-103. https://doi.org/10.3846/btp.2020.10683
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Abubakar AM, Ilkan M (2016) Impact of online WOM on destination trust and intention to travel: a medical tourism perspective. Journal of Destination Marketing & Management 5 (3): 192-201. https://doi.org/10.1016/j.jdmm.2015.12.005
Agrawal AK, Rahman Z (2015) Roles and resource contributions of customers in value co-creation. International Strategic Management Review 3 (1/2): 144-160. https://doi.org/10.1016/j.ism.2015.03.001
Albaum G, Peterson RA (1984) Empirical research in international marketing: 1976-1982. Journal of International Business Studies 15: 161-173. https://doi.org/10.1057/palgrave.jibs.8490479
Alves H, Ferreira JJ, Fernandes CI (2016) Customer’s operant resources effects on co-creation activities. Journal of Innovation and Knowledge 1 (2): 69-80. https://doi.org/10.1016/j.jik.2016.03.001
Alves H, Mainardes EW (2017) Self-efficacy, trust, and perceived benefits in the co-creation of value by consumers. International Journal of Retail and Distribution Management 45 (1): 1159-1180. https://doi.org/10.1108/IJRDM-05-2016-0071
Arifina AS, Ayu AS (2018) Expectancy violation in private space rental experienced by Airbnb localhost. MetaCommunication; Journal of Communication Studies 3 (2): 1-14 https://ppjp.ulm.ac.id/journal/index.php/MC/article/view-File/5441/4592
Auh S, Bell SJ, McLeod CS, Shih E (2007) Co-production and customer loyalty in financial services. Journal of Retailing 83 (3): 359-370. https://doi.org/10.1016/j.jretai.2007.03.001
Aurier P, N’Goala G (2010) The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the Academy of Marketing Science 38 (3): 303-325. https://doi.org/10.1007/s11747-009-0163-z
Bell SJ, Eisingerich AB (2007) The paradox of customer education: customer expertise and loyalty in the financial services industry. European Journal of Marketing 41 (5/6): 466-486. https://doi.org/10.1108/03090560710737561
Chan KW, Yim KCB, Lam SSK (2010) Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing 74 (3): 48-64. https://doi.org/10.1509/jmkg.74.3.48
Davis D (1995) Business research for decision making (4th ed.). Belmont, CA: Wadsworth.
Ennew CT, Binks MR (1999) Impact of participative service relationships on quality, satisfaction, and retention: an exploratory study. Journal of Business Research 46: 121-132. https://doi.org/10.1016/S0148-2963(98)00016-22
Flint DJ, Blocker CP, Boutin PJ (2011) Customer value anticipation, customer satisfaction, and loyalty: an empirical examination. Journal of Industrial Marketing Management 40: 219-230. https://doi.org/10.1016/j.indmarman.2010.06.034
Flint DJ, Lusch RF, Vargo SL (2014) The supply chain management of shopper marketing as viewed through a service ecosystem lens. Journal of Physical Distribution and Logistics Management 44 (1/2): 23-38. https://doi.org/10.1108/IJPDLM-12-2012-0350
Frankforter SA, Guidry TL (2015) Who needs ETS? How to create a psychometric assessment test. American Journal of Management 15 (1): 73-80 http://www.na-businesspress.com/AJM/FrankforterSA_Web15_1_.pdf
Ghozali I (2012) Aplikasi analisis multivariate dengan program IBM SPSS 20. Semarang: Universitas Diponegoro.
Ghozali I (2016) Aplikasi analisis multivariate dengan program IBM SPSS 23. Semarang: Universitas Diponegoro.
Grissemann US, Stokburger-Sauer NE (2012) Customer co-creation of travel services: the role of company support and customer satisfaction with the co-creation performance. Journal of Tourism Management 33 (6): 1483-1492. https://doi.org/10.1016/j.tourman.2012.02.002
Hsu MH, Ju TL, Yen CH, Chang CM (2007) Knowledge sharing behavior in virtual communities: the relationship between trust, self-efficacy, and outcome expectations. International Journal of Human-Computer Studies 65 (2): 153-169. https://doi.org/10.1016/j.ijhcs.2006.09.003
Kalaignanam K, Varadarajan R (2006) Customers as co-producers: implications for marketing strategy effectiveness and marketing operations efficiency. In: Lusch RF, Vargo SL (Eds). The service-dominant logic of marketing: dialog, debate, and directions. Armonk, NY: M.E. Sharpe, 166-179.
Katerattanakul P, Siau K (1999) Measuring information quality of websites: development of an instrument. Proceedings of International Conference on Information Systems (ICIS), Paper 25 http://aisel.aisnet.org/icis1999/25
Kinard BR, Capella ML (2006) Relationship marketing: the influence of consumer involvement on perceived service benefits. Journal of Services Marketing 20 (6): 359-368. https://doi.org/10.1108/08876040610691257
Kotler P (2002) Manajemen pemasaran. Edisi Millenium. Jilid 2. Jakarta: PT Prenhallindo.
Leonidou LC, Barnes BR, Spyropoulou S, Katsikeas CS (2010) Assessing the contribution of leading mainstream marketing journals to the international marketing discipline. International Marketing Review 27 (5): 491-518. https://doi.org/10.1108/02651331011076563
Leung XY, Xue L, Wen H (2019) Framing the sharing economy: toward a sustainable ecosystem. Tourism Management 71: 44-53. https://doi.org/10.1016/j.tourman.2018.09.021
Li X, Petrick JF (2008) Tourism marketing in an era of paradigm shift. Journal of Travel Research 46 (3): 235-244. https://doi.org/10.1177/0047287507303976
Lin LY (2010) The relationship of consumer personality trait, brand personality, and brand loyalty: an empirical study of toys and video games buyers. Journal of Product and Brand Management 19 (1): 4-17. https://doi.org/10.1108/10610421011018347
Lusch RF, Vargo SL (2006) Service-dominant logic: reactions, reflections, and refinements. Marketing Theory 6 (3): 281-288. https://doi.org/10.1177/1470593106066781
Lusch RF, Vargo SL, O’Brien M (2007) Competing through service: insights from service-dominant logic. Journal of Retailing 83 (1): 5-18. https://doi.org/10.1016/j.jretai.2006.10.002
Madhavaram S, Granot E, Badrinarayanan V (2014) Relationship marketing strategy: an operant resource perspective. Journal of Business and Industrial Marketing 29 (4): 275-283. https://doi.org/10.1108/JBIM-02-2013-0049
Madhavaram S, Hunt SD (2008) The service-dominant logic and a hierarchy of operant resources: developing masterful operant resources and implications for marketing strategy. Journal of the Academy of Marketing Science 36 (1): 67-82. https://doi.org/10.1007/s11747-007-0063-z
Malhotra NK (2010) Marketing research: An applied orientation (6th ed). New Jersey: Pearson Education.
Malhotra NK (2015) Essentials of marketing research: a hands-on orientation. New Jersey: Pearson Education.
Malhotra NK, Birks D (2006) Marketing research: an applied approach (3rd ed). Prentice Hall, Upper Saddle River. https://doi.org/10.1108/S1548-6435(2006)2
Mann BJS, Rawat J (2016) The role of consumer personality trait and brand personality trait in creating customer experience. The IUP Journal of Brand Management 13 (3): 23-42 https://ssrn.com/abstract=2966625
Melewar TC, Foroudi P, Gupta S, Kitchen PJ, Foroudi MM (2017) Integrating identity, strategy and communications for trust, loyalty and commitment. European Journal of Marketing 51 (3): 572-604. https://doi.org/10.1108/EJM-08-2015-0616
Morgan R, Hunt SD (1994) The commitment-trust theory of relationship marketing. Journal of Marketing 58 (3): 20-38. https://doi.org/10.2307/1252308
Nahapiet J, Ghoshal S (1998) Social capital, intellectual capital, and the organizational advantage. Academy of Management Review 23 (2): 242-260. https://doi.org/10.2307/259373
Nambisan S, Baron RA (2009) Virtual customer environments: Testing a model of voluntary participation in value co-creation activities. Journal of Product Innovation Management 26 (4): 388-406. https://doi.org/10.1111/j.1540-5885.2009.00667.x
Nowicki D, Sauser B, Randall W, Lusch RF (2018) Service-dominant logic and performance-based contracting: a systems thinking perspective. Journal of Service Science 10 (1): 12-24. https://doi.org/10.1287/serv.2017.0185
Nunnally JC (1967) Psychometric theory. New York: McGraw Hill, New-York.
Nunnally JC (1978) Psychometric theory (2nd ed). New-York: McGraw-Hill.
O’Donovan P, McCarthy M (2002) Irish consumer preference for organic meat. British Food Journal 104 (3/4/5): 353-370. https://doi.org/10.1108/00070700210425778
Ojasalo J (2001) Customer expertise. Services Marketing Quarterly 22 (2): 1-16. https://doi.org/10.1300/J396v22n02_01
Pine JB, Gilmore JH (1998) Welcome to the experience economy. Harvard Business Review 76 (4): 97-105.
Poon HF, Rowley C (2007) Contemporary research on management and human resources in China: a comparative content analysis of two leading journals. Asia Pacific Business Review 13 (1): 133-153. https://doi.org/10.1080/13602380601016984
Prahalad CK, Ramaswamy V (2003) The new frontier of experience innovation. MIT Sloan Management Review 44 (4): 12-18.
Prahalad CK, Ramaswamy V (2004) Co-creation experiences: the next practice in value creation. Journal of Interactive Marketing 18 (3): 5-14. https://doi.org/10.1002/dir.20015
Prebensen N, Vittersø J, Dahl TI (2013) Value co-creation significance of tourist resources. Journal of Annals of Tourism Research 42: 240-261. https://doi.org/10.1016/j.annals.2013.01.012
Roberts D, Hughes M, Kertbo K (2014) Exploring consumers’ motivations to engage in innovation through co-creation activities. European Journal of Marketing 48 (1/2): 147-169. https://doi.org/10.1108/EJM-12-2010-0637
Saarijärvi H, Kannan PK, Kuusela H (2013) Value cocreation: theoretical approaches and practical implications. European Business Review 25 (1): 6-19.
Schroer J, Hertel G (2009) Voluntary engagement in an open web-based encyclopedia: wikipedians and why they do it. Media Psychology 12 (1): 96-120. https://doi.org/10.1080/15213260802669466
Shaw G, Bailey A, Williams AM (2011) Service-dominant logic and its implications for tourism management: the co-production of innovation in the hotel industry. Tourism Management 32 (2): 207-214. https://doi.org/10.1016/j.tourman.2010.05.020
Sirdeshmukh D, Singh J, Sabol B (2002) Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing 66 (1): 15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
Vargo SL (2008) Customer integration and value creation. Paragdimatic traps and perspectives. Journal of Service Research 11 (2): 211-215. https://doi.org/10.1177/1094670508324260
Vargo SL (2009) Toward a transcending conceptualization of relationship: a service-dominant logic perspective. Journal of Business & Industrial Marketing 24 (5/6): 373-379. https://doi.org/10.1108/08858620910966255
Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. Journal of Marketing 68 (1): 1-17. https://doi.org/10.1509/jmkg.68.1.1.24036
Vargo SL, Lusch RF (2008) Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science 36 (1): 1-10. https://doi.org/10.1007/s11747-007-0069-6
Vargo SL, Lusch RF (2017) Service-dominant logic 2025. International Journal of Research in Marketing 34 (1): 46-67. https://doi.org/10.1016/j.ijresmar.2016.11.001
Vargo SL, Maglio PP, Akaka MA (2008) On value and value co-creation: a service systems and service logic perspective. European Management Journal 26 (3): 145-152. https://doi.org/10.1016/j.emj.2008.04.003
Verleye K (2015) The co-creation experience from the customer perspective: its measurement and determinants. Journal of Service Management 26 (2): 321-342. https://doi.org/10.1108/JOSM-09-2014-0254
Wiese M, Jordaan Y (2012) A content analysis of the research practices reported in the management journal “Management Dynamics”. Management Dynamics 21 (3): 33-47.
Wynne C, Berthon PP, Pitt L, Ewing M, Napoli J (2001) The impact of the Internet on the distribution value chain: the case of the South African tourism industry. International Marketing Review 18 (4): 420-431. https://doi.org/10.1108/EUM0000000005934
Xie C, Bagozzi RP, Troye SV (2008) Trying to prosume: toward a theory of consumers and co-creators of value. Journal of the Academy of Marketing Science 36 (1): 109-122. https://doi.org/10.1007/s11747-007-0060-2
Yang S-B, Lee K, Lee H, Koo C (2018) In airbnb we trust: understanding consumers’ trust-attachment building mechanisms in the sharing economy. International Journal of Hospitality Management (November 2018). https://doi.org/10.1016/j.ijhm.2018.10.016
Yi Y, Gong T (2013) Customer value co-creation behavior: scale development and validation. Journal of Business Research 66 (9): 1279-1284. https://doi.org/10.1016/j.jbusres.2012.02.026
Yılmaz Y, Bititci US (2006) Performance measurement in tourism: a value chain model. International Journal of Contemporary Hospitality Management 18 (4): 341-349. https://doi.org/10.1108/09596110610665348
Zhang X, Song H, Huang GQ (2009) Tourism supply chain management: a new research agenda. Journal of Tourism Management 30 (3): 345-358. https://doi.org/10.1016/j.tourman.2008.12.010
Agrawal AK, Rahman Z (2015) Roles and resource contributions of customers in value co-creation. International Strategic Management Review 3 (1/2): 144-160. https://doi.org/10.1016/j.ism.2015.03.001
Albaum G, Peterson RA (1984) Empirical research in international marketing: 1976-1982. Journal of International Business Studies 15: 161-173. https://doi.org/10.1057/palgrave.jibs.8490479
Alves H, Ferreira JJ, Fernandes CI (2016) Customer’s operant resources effects on co-creation activities. Journal of Innovation and Knowledge 1 (2): 69-80. https://doi.org/10.1016/j.jik.2016.03.001
Alves H, Mainardes EW (2017) Self-efficacy, trust, and perceived benefits in the co-creation of value by consumers. International Journal of Retail and Distribution Management 45 (1): 1159-1180. https://doi.org/10.1108/IJRDM-05-2016-0071
Arifina AS, Ayu AS (2018) Expectancy violation in private space rental experienced by Airbnb localhost. MetaCommunication; Journal of Communication Studies 3 (2): 1-14 https://ppjp.ulm.ac.id/journal/index.php/MC/article/view-File/5441/4592
Auh S, Bell SJ, McLeod CS, Shih E (2007) Co-production and customer loyalty in financial services. Journal of Retailing 83 (3): 359-370. https://doi.org/10.1016/j.jretai.2007.03.001
Aurier P, N’Goala G (2010) The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the Academy of Marketing Science 38 (3): 303-325. https://doi.org/10.1007/s11747-009-0163-z
Bell SJ, Eisingerich AB (2007) The paradox of customer education: customer expertise and loyalty in the financial services industry. European Journal of Marketing 41 (5/6): 466-486. https://doi.org/10.1108/03090560710737561
Chan KW, Yim KCB, Lam SSK (2010) Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing 74 (3): 48-64. https://doi.org/10.1509/jmkg.74.3.48
Davis D (1995) Business research for decision making (4th ed.). Belmont, CA: Wadsworth.
Ennew CT, Binks MR (1999) Impact of participative service relationships on quality, satisfaction, and retention: an exploratory study. Journal of Business Research 46: 121-132. https://doi.org/10.1016/S0148-2963(98)00016-22
Flint DJ, Blocker CP, Boutin PJ (2011) Customer value anticipation, customer satisfaction, and loyalty: an empirical examination. Journal of Industrial Marketing Management 40: 219-230. https://doi.org/10.1016/j.indmarman.2010.06.034
Flint DJ, Lusch RF, Vargo SL (2014) The supply chain management of shopper marketing as viewed through a service ecosystem lens. Journal of Physical Distribution and Logistics Management 44 (1/2): 23-38. https://doi.org/10.1108/IJPDLM-12-2012-0350
Frankforter SA, Guidry TL (2015) Who needs ETS? How to create a psychometric assessment test. American Journal of Management 15 (1): 73-80 http://www.na-businesspress.com/AJM/FrankforterSA_Web15_1_.pdf
Ghozali I (2012) Aplikasi analisis multivariate dengan program IBM SPSS 20. Semarang: Universitas Diponegoro.
Ghozali I (2016) Aplikasi analisis multivariate dengan program IBM SPSS 23. Semarang: Universitas Diponegoro.
Grissemann US, Stokburger-Sauer NE (2012) Customer co-creation of travel services: the role of company support and customer satisfaction with the co-creation performance. Journal of Tourism Management 33 (6): 1483-1492. https://doi.org/10.1016/j.tourman.2012.02.002
Hsu MH, Ju TL, Yen CH, Chang CM (2007) Knowledge sharing behavior in virtual communities: the relationship between trust, self-efficacy, and outcome expectations. International Journal of Human-Computer Studies 65 (2): 153-169. https://doi.org/10.1016/j.ijhcs.2006.09.003
Kalaignanam K, Varadarajan R (2006) Customers as co-producers: implications for marketing strategy effectiveness and marketing operations efficiency. In: Lusch RF, Vargo SL (Eds). The service-dominant logic of marketing: dialog, debate, and directions. Armonk, NY: M.E. Sharpe, 166-179.
Katerattanakul P, Siau K (1999) Measuring information quality of websites: development of an instrument. Proceedings of International Conference on Information Systems (ICIS), Paper 25 http://aisel.aisnet.org/icis1999/25
Kinard BR, Capella ML (2006) Relationship marketing: the influence of consumer involvement on perceived service benefits. Journal of Services Marketing 20 (6): 359-368. https://doi.org/10.1108/08876040610691257
Kotler P (2002) Manajemen pemasaran. Edisi Millenium. Jilid 2. Jakarta: PT Prenhallindo.
Leonidou LC, Barnes BR, Spyropoulou S, Katsikeas CS (2010) Assessing the contribution of leading mainstream marketing journals to the international marketing discipline. International Marketing Review 27 (5): 491-518. https://doi.org/10.1108/02651331011076563
Leung XY, Xue L, Wen H (2019) Framing the sharing economy: toward a sustainable ecosystem. Tourism Management 71: 44-53. https://doi.org/10.1016/j.tourman.2018.09.021
Li X, Petrick JF (2008) Tourism marketing in an era of paradigm shift. Journal of Travel Research 46 (3): 235-244. https://doi.org/10.1177/0047287507303976
Lin LY (2010) The relationship of consumer personality trait, brand personality, and brand loyalty: an empirical study of toys and video games buyers. Journal of Product and Brand Management 19 (1): 4-17. https://doi.org/10.1108/10610421011018347
Lusch RF, Vargo SL (2006) Service-dominant logic: reactions, reflections, and refinements. Marketing Theory 6 (3): 281-288. https://doi.org/10.1177/1470593106066781
Lusch RF, Vargo SL, O’Brien M (2007) Competing through service: insights from service-dominant logic. Journal of Retailing 83 (1): 5-18. https://doi.org/10.1016/j.jretai.2006.10.002
Madhavaram S, Granot E, Badrinarayanan V (2014) Relationship marketing strategy: an operant resource perspective. Journal of Business and Industrial Marketing 29 (4): 275-283. https://doi.org/10.1108/JBIM-02-2013-0049
Madhavaram S, Hunt SD (2008) The service-dominant logic and a hierarchy of operant resources: developing masterful operant resources and implications for marketing strategy. Journal of the Academy of Marketing Science 36 (1): 67-82. https://doi.org/10.1007/s11747-007-0063-z
Malhotra NK (2010) Marketing research: An applied orientation (6th ed). New Jersey: Pearson Education.
Malhotra NK (2015) Essentials of marketing research: a hands-on orientation. New Jersey: Pearson Education.
Malhotra NK, Birks D (2006) Marketing research: an applied approach (3rd ed). Prentice Hall, Upper Saddle River. https://doi.org/10.1108/S1548-6435(2006)2
Mann BJS, Rawat J (2016) The role of consumer personality trait and brand personality trait in creating customer experience. The IUP Journal of Brand Management 13 (3): 23-42 https://ssrn.com/abstract=2966625
Melewar TC, Foroudi P, Gupta S, Kitchen PJ, Foroudi MM (2017) Integrating identity, strategy and communications for trust, loyalty and commitment. European Journal of Marketing 51 (3): 572-604. https://doi.org/10.1108/EJM-08-2015-0616
Morgan R, Hunt SD (1994) The commitment-trust theory of relationship marketing. Journal of Marketing 58 (3): 20-38. https://doi.org/10.2307/1252308
Nahapiet J, Ghoshal S (1998) Social capital, intellectual capital, and the organizational advantage. Academy of Management Review 23 (2): 242-260. https://doi.org/10.2307/259373
Nambisan S, Baron RA (2009) Virtual customer environments: Testing a model of voluntary participation in value co-creation activities. Journal of Product Innovation Management 26 (4): 388-406. https://doi.org/10.1111/j.1540-5885.2009.00667.x
Nowicki D, Sauser B, Randall W, Lusch RF (2018) Service-dominant logic and performance-based contracting: a systems thinking perspective. Journal of Service Science 10 (1): 12-24. https://doi.org/10.1287/serv.2017.0185
Nunnally JC (1967) Psychometric theory. New York: McGraw Hill, New-York.
Nunnally JC (1978) Psychometric theory (2nd ed). New-York: McGraw-Hill.
O’Donovan P, McCarthy M (2002) Irish consumer preference for organic meat. British Food Journal 104 (3/4/5): 353-370. https://doi.org/10.1108/00070700210425778
Ojasalo J (2001) Customer expertise. Services Marketing Quarterly 22 (2): 1-16. https://doi.org/10.1300/J396v22n02_01
Pine JB, Gilmore JH (1998) Welcome to the experience economy. Harvard Business Review 76 (4): 97-105.
Poon HF, Rowley C (2007) Contemporary research on management and human resources in China: a comparative content analysis of two leading journals. Asia Pacific Business Review 13 (1): 133-153. https://doi.org/10.1080/13602380601016984
Prahalad CK, Ramaswamy V (2003) The new frontier of experience innovation. MIT Sloan Management Review 44 (4): 12-18.
Prahalad CK, Ramaswamy V (2004) Co-creation experiences: the next practice in value creation. Journal of Interactive Marketing 18 (3): 5-14. https://doi.org/10.1002/dir.20015
Prebensen N, Vittersø J, Dahl TI (2013) Value co-creation significance of tourist resources. Journal of Annals of Tourism Research 42: 240-261. https://doi.org/10.1016/j.annals.2013.01.012
Roberts D, Hughes M, Kertbo K (2014) Exploring consumers’ motivations to engage in innovation through co-creation activities. European Journal of Marketing 48 (1/2): 147-169. https://doi.org/10.1108/EJM-12-2010-0637
Saarijärvi H, Kannan PK, Kuusela H (2013) Value cocreation: theoretical approaches and practical implications. European Business Review 25 (1): 6-19.
Schroer J, Hertel G (2009) Voluntary engagement in an open web-based encyclopedia: wikipedians and why they do it. Media Psychology 12 (1): 96-120. https://doi.org/10.1080/15213260802669466
Shaw G, Bailey A, Williams AM (2011) Service-dominant logic and its implications for tourism management: the co-production of innovation in the hotel industry. Tourism Management 32 (2): 207-214. https://doi.org/10.1016/j.tourman.2010.05.020
Sirdeshmukh D, Singh J, Sabol B (2002) Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing 66 (1): 15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
Vargo SL (2008) Customer integration and value creation. Paragdimatic traps and perspectives. Journal of Service Research 11 (2): 211-215. https://doi.org/10.1177/1094670508324260
Vargo SL (2009) Toward a transcending conceptualization of relationship: a service-dominant logic perspective. Journal of Business & Industrial Marketing 24 (5/6): 373-379. https://doi.org/10.1108/08858620910966255
Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. Journal of Marketing 68 (1): 1-17. https://doi.org/10.1509/jmkg.68.1.1.24036
Vargo SL, Lusch RF (2008) Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science 36 (1): 1-10. https://doi.org/10.1007/s11747-007-0069-6
Vargo SL, Lusch RF (2017) Service-dominant logic 2025. International Journal of Research in Marketing 34 (1): 46-67. https://doi.org/10.1016/j.ijresmar.2016.11.001
Vargo SL, Maglio PP, Akaka MA (2008) On value and value co-creation: a service systems and service logic perspective. European Management Journal 26 (3): 145-152. https://doi.org/10.1016/j.emj.2008.04.003
Verleye K (2015) The co-creation experience from the customer perspective: its measurement and determinants. Journal of Service Management 26 (2): 321-342. https://doi.org/10.1108/JOSM-09-2014-0254
Wiese M, Jordaan Y (2012) A content analysis of the research practices reported in the management journal “Management Dynamics”. Management Dynamics 21 (3): 33-47.
Wynne C, Berthon PP, Pitt L, Ewing M, Napoli J (2001) The impact of the Internet on the distribution value chain: the case of the South African tourism industry. International Marketing Review 18 (4): 420-431. https://doi.org/10.1108/EUM0000000005934
Xie C, Bagozzi RP, Troye SV (2008) Trying to prosume: toward a theory of consumers and co-creators of value. Journal of the Academy of Marketing Science 36 (1): 109-122. https://doi.org/10.1007/s11747-007-0060-2
Yang S-B, Lee K, Lee H, Koo C (2018) In airbnb we trust: understanding consumers’ trust-attachment building mechanisms in the sharing economy. International Journal of Hospitality Management (November 2018). https://doi.org/10.1016/j.ijhm.2018.10.016
Yi Y, Gong T (2013) Customer value co-creation behavior: scale development and validation. Journal of Business Research 66 (9): 1279-1284. https://doi.org/10.1016/j.jbusres.2012.02.026
Yılmaz Y, Bititci US (2006) Performance measurement in tourism: a value chain model. International Journal of Contemporary Hospitality Management 18 (4): 341-349. https://doi.org/10.1108/09596110610665348
Zhang X, Song H, Huang GQ (2009) Tourism supply chain management: a new research agenda. Journal of Tourism Management 30 (3): 345-358. https://doi.org/10.1016/j.tourman.2008.12.010