Effect of customer involvement on co-creation of services: A moderated mediation model

Cheung, Millissa F.Y.; To, W.M.

Abstract

The study explored the influence of customer involvement on co-creation directly and indirectly through three customer engagement dimensions, namely identification, interaction, and absorption from lens of customer-dominant logic and stimulus-organism-response framework. Data were collected from 211 Chinese service customers in Hong Kong. Results of IBM SPSS PROCESS models showed that customer involvement influenced co-creation directly and indirectly through absorption and interaction, but not identification. Customer involvement was found to exert a greater impact on co-creation of services for those with a high rather than low relation orientation. Thus, service providers should utilize mass media effectively to arouse customers’ feelings of relevance and important of services to them. They should also interact with customers continuously through social media that can be enhanced by various kinds of immersion technology.

Citation

Cheung, M. F., & To, W. (2021). Effect of customer involvement on co-creation of services: A moderated mediation model. Journal of Retailing and Consumer Services, 63, Article 102660. https://doi.org/10.1016/j.jretconser.2021.102660

• Journal Article Type: Article
• Acceptance Date: Jun 28, 2021
• Online Publication Date: Jul 10, 2021
• Publication Date: 2021-11
• Deposit Date: Feb 4, 2023
• Journal: Journal of Retailing and Consumer Services
• Print ISSN: 0969-6989
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 63
• Article Number: 102660
• DOI: https://doi.org/10.1016/j.jretconser.2021.102660
• Public URL: http://researchrepository.napier.ac.uk/Output/3012475