Exploring the relationship between co-creation and satisfaction using QCA

Susana Navarro, Carmen Llinares and Dolores Garzon

Journal of Business Research, 2016, vol. 69, issue 4, 1336-1339

Abstract: Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.

Keywords: Value co-creation; Customer satisfaction; fsQCA; Hotel industry; Qualitative comparative analysis (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (17)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:69:y:2016:i:4:p:1336-1339

DOI: 10.1016/j.jbusres.2015.10.103

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