000			01783nam a2200253Ia 4500
008			210519s2020 xx 000 0 und d
040			_cManila Tytana Colleges
100			_aLei, Sut leng.
245		0	_aEngaging customers in value co-creation through mobile instant messaging in the tourism and hospitality industry / _cSut leng Lei, Shun Ye, Dan Wang, Rob Law
260			_cFebruary 2020
336			_atext
337			_aunmediated
338			_avolume
440			_n44 : 2, page 229-251 _aJournal of Hospitality & Tourism Research
520			_aTourism and hospitality service providers have been seeking ways to engage customers in the value creation process to deliver personalized experiences. Such practices have been facilitated by the rapid development of information communication technology. Extant research on online customer engagement focuses mostly on computer-based platforms. Mobile instant messaging (IM) has rarely been explored despite its substantial potential for firm-customer interactions. On the basis of service-dominant logic and computer-mediated communication theories, this study examines customers' perceived co-creation experience facilitated by mobile IM. It empirically tests the influencing factors and effects of such co-creation experience. The findings extend the theoretical framework of value co-creation to a context mediated by mobile IM. Managerial suggestions are provided for tourism and hospitality organizations.
521			_aHotel and Restaurant Management.
650			_aComputer-mediated communication.
650			_aMobile instant messaging.
650			_aOnline customer engagement.
650			_aService-dominant logic.
650			_aValue co-creation experience.
942			_2lcc _cA
998			_c86166 _d144529
999			_c82563 _d82563