| dc.creator |
POLAT SESLİOKUYUCU, İnci |
|
| dc.creator |
Arica, Resat |
|
| dc.creator |
Hsu, Meng-Jun |
|
| dc.creator |
Chen, Po-Ju |
|
| dc.creator |
Corbaci, Abdulkadir |
|
| dc.creator |
Cobanoglu, Cihan |
|
| dc.date |
2022-07-01T00:00:00Z |
|
| dc.date.accessioned |
2023-01-09T12:02:08Z |
|
| dc.date.available |
2023-01-09T12:02:08Z |
|
| dc.identifier |
450dcc12-b2b7-439a-8b57-0cd34a30ded2 |
|
| dc.identifier |
10.1108/tr-05-2021-0219 |
|
| dc.identifier |
https://avesis.sdu.edu.tr/publication/details/450dcc12-b2b7-439a-8b57-0cd34a30ded2/oai |
|
| dc.identifier.uri |
http://acikerisim.sdu.edu.tr/xmlui/handle/123456789/97800 |
|
| dc.description |
Purpose The purpose of the study is to examine the effect of value co-destruction on customer citizenship and negative electronic word of mouth (e-WOM) behaviors. In addition, the study aims to determine the mediating role of tourist citizenship between value co-destruction and negative e-WOM behaviors. Design/methodology/approach By using a convenience sampling method, data were collected from 704 customers, who purchased their touristic products through co-creation. The exploratory and confirmatory factor analyses were applied to the data obtained to determine the factors that make up the dimensions in the research model. The partial least squares-structural equation modeling (PLS-SEM) was used to evaluate the relationship in the research model proposed in the study. Findings The results of the study indicated that value co-destruction had an effect on customer citizenship behavior and negative e-WOM. While the helping behavior of customer citizenship had an effect on negative e-WOM, the advocacy behavior of customer citizenship had no effect on negative e-WOM. However, this study found only an indirect mediation effect of helping behavior in the relationship between value co-destruction and negative e-WOM. Research limitations/implications The research examined the antecedent behaviors that cause value co-destruction and the effects of these behaviors on the outcomes of the holiday experience. This information then was combined in a model and evaluated in a holistic framework. Theoretically, the research helps us understand the impact of value co-destruction behavior on citizenship behavior and on tourists' negative e-WOM tendency. The research examines value co-destruction behavior and its effect on holiday-experience outcomes simultaneously. Practical implications The research provides a framework that tourism enterprises can use to produce and offer value-attributing services for their customers and to manage dysfunctional and disruptive business processes and behaviors to reduce value co-destruction. The research also provides a new way for practitioners in the tourism sector to understand and generalize the behavioral changes of tourists caused by value co-destruction during and after their experience. Originality/value The paper contributes to an understanding of value co-destruction antecedents and outputs from the customer perspective. Further, the research provides information to tourism businesses to effectively and efficiently manage the value co-creation process and prevent value co-destruction. The findings of the study will provide useful suggestions that will contribute to researchers and sectoral representatives. |
|
| dc.language |
eng |
|
| dc.rights |
info:eu-repo/semantics/closedAccess |
|
| dc.title |
Value co-destruction and negative e-WOM behavior: the mediating role of tourist citizenship |
|
| dc.type |
info:eu-repo/semantics/article |
|