Relational energy and co-creation: effects on hospitality stakeholders’ wellbeing

ABSTRACT

Drawing from service-dominant logic and conservation of resources theory, the aim of this study was to examine the integration of relational energy as a complementary operant resource. US respondents (n = 720) participated in a scenario-based online survey depicting value co-creation at a destination resort as customers (N = 360) and front-line employees (N = 360). PROCESS Model and MANOVA results showed that in value co-creation, relational energy had direct and mediated effects on actors’ subjective wellbeing and perceptions of company competitive service advantage (PSCA). Positive appraisal of co-created value served a mediating role for actors’ wellbeing and PSCA. Generations served as a full moderator from relational energy to wellbeing, and partial moderator from co-created value (CCV) to wellbeing. No moderation effect of generations was found between CCV and PCSA, but partial moderation from relational energy to PSCA. This study is the first to identify relational energy as a resource necessary for successful co-creation that improves actors’ wellbeing.

从服务主导逻辑和资源保存理论出发，本研究旨在检验关系能量作为互补性资源在价值共创中的作用。本文采用了720位美国样本进行了线上情景实验，其中有360位样本被分配为度假村酒店的顾客，另外360位则被分配为度假村酒店的顾客。通过Process模型和MANOVA分析得知在价值共创中关系能量对被试者的主观幸福感和对公司服务竞争优势的感知 PSCAFF09有直接和中介作用，且对价值共创的积极评价对被试者的主观幸福感和PSCA的影响均起到了中介作用。世代充当了从关系能量到幸福感的完全调节变量，并且对共创价值FF08CCVFF09和幸福感的关系进行了部分调节。在CCV和PSCA中世代没有调节作用FF0C但是在关系能量和PSCA的关系中FF0C世代充当了部分调节变量。这项研究首次将关系能量确定为成功的价值共创所必需的资源从而提升参与者的主观幸福感。

KEYWORDS:

• Value co-creation
• resource integration
• relational energy
• subjective wellbeing
• front-line employees
• customer wellbeing

Disclosure statement

No potential conflict of interest was reported by the author(s).