The use of co-creation in camping and its relationship with customer engagement
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/21912 |
Resumo: | The consumption of tourism and hospitality experiences has increased over the past decade. Nowadays, with the advancements in technology, aligned with more demanded and empowered customers, hospitality environments are more competitive than ever. Managers seek to provide unique customer experiences to differentiate themselves from those competitors and engage with their clients. Consumers want to be involved in the process and have higher expectations about what they are buying and the experience they have. As growth and value creation have become central objectives for managers, the interaction between brands and consumers is the core of value creation and value extraction, mainly due to the shift to experiences. However, few hospitality literatures have examined how customer engagement influences customer value co-creation behaviors, which includes customer participation and citizenship behaviors. This research investigates the influence of customer engagement in customer value cocreation behaviors, in the outdoor hospitality industry, more specifically in the camping sector. This study extends current knowledge on customer co-creation and examines the associations between customer engagement and its dimensions and customer value co-creation behaviors. Survey data from 130 customers of Clube de Campismo de Lisboa, demonstrates that customer engagement is positively associated with customer participation behaviors and customer citizenship behaviors, being interaction the dimension that has a bigger impact on them. Research conclusions suggest strategic directions for camping managers in terms of customer relationship management to boost customer engagement, leading to customers more prone to co-create, unique, and personalized experiences with them. |
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The use of co-creation in camping and its relationship with customer engagementCustomer engagementCustomer value co-creation behaviorsCustomer participation behaviorsCustomer citizenship behaviorsCamping experiencesEnvolvimento do clienteComportamentos de co-criação de valor do clienteComportamentos de participação do clienteComportamentos de cidadania do clienteExperiência no campismoThe consumption of tourism and hospitality experiences has increased over the past decade. Nowadays, with the advancements in technology, aligned with more demanded and empowered customers, hospitality environments are more competitive than ever. Managers seek to provide unique customer experiences to differentiate themselves from those competitors and engage with their clients. Consumers want to be involved in the process and have higher expectations about what they are buying and the experience they have. As growth and value creation have become central objectives for managers, the interaction between brands and consumers is the core of value creation and value extraction, mainly due to the shift to experiences. However, few hospitality literatures have examined how customer engagement influences customer value co-creation behaviors, which includes customer participation and citizenship behaviors. This research investigates the influence of customer engagement in customer value cocreation behaviors, in the outdoor hospitality industry, more specifically in the camping sector. This study extends current knowledge on customer co-creation and examines the associations between customer engagement and its dimensions and customer value co-creation behaviors. Survey data from 130 customers of Clube de Campismo de Lisboa, demonstrates that customer engagement is positively associated with customer participation behaviors and customer citizenship behaviors, being interaction the dimension that has a bigger impact on them. Research conclusions suggest strategic directions for camping managers in terms of customer relationship management to boost customer engagement, leading to customers more prone to co-create, unique, and personalized experiences with them.O consumo de experiências turísticas aumentou na última década. Atualmente, com os avanços tecnológicos, alinhados a clientes cada vez mais exigentes, a indústria da hospitalidade está mais competitiva que nunca. Os gerentes procuram fornecer experiências únicas ao cliente para se diferenciarem e aumentarem o engagement. Os consumidores querem estar envolvidos no processo, têm expectativas elevadas sobre o que compram e a experiência que lhes é proporcionada. O crescimento e a criação de valor tornam-se objetivos centrais para os gestores, a interação entre marcas e consumidores é o núcleo da criação e extração de valor, principalmente devido à mudança para experiências. No entanto, poucas literaturas de hospitalidade examinam como o envolvimento do cliente influencia os comportamentos de co-criação de valor, o que inclui comportamentos de participação e de cidadania. Esta pesquisa investiga o efeito que o envolvimento do cliente tem nos comportamentos de co-criação, na indústria de hospitalidade ao ar livre, no setor do campismo. Este estudo amplia o conhecimento atual sobre a co-criação e examina as associações entre o envolvimento do cliente e suas dimensões e os comportamentos de co-criação. Os dados do inquérito a 130 clientes do Clube de Campismo de Lisboa, demonstram que o envolvimento do cliente está positivamente associado a comportamentos de participação e de cidadania, sendo que a interação é a dimensão com maior impacto sobre os mesmos. As conclusões sugerem direções estratégicas para gerentes de campismo em termos de gestão de relacionamento com o cliente para aumentar o envolvimento do mesmo, levando-o a co-criar experiências únicas e personalizadas.2024-01-20T00:00:00Z2021-01-20T00:00:00Z2021-01-202020-11info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10071/21912TID:202606708engTeixeira, Raquel Pontes Ahrensinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-07-07T03:53:14Zoai:repositorio.iscte-iul.pt:10071/21912Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-07-07T03:53:14Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
The use of co-creation in camping and its relationship with customer engagement |
title |
The use of co-creation in camping and its relationship with customer engagement |
spellingShingle |
The use of co-creation in camping and its relationship with customer engagement Teixeira, Raquel Pontes Ahrens Customer engagement Customer value co-creation behaviors Customer participation behaviors Customer citizenship behaviors Camping experiences Envolvimento do cliente Comportamentos de co-criação de valor do cliente Comportamentos de participação do cliente Comportamentos de cidadania do cliente Experiência no campismo |
title_short |
The use of co-creation in camping and its relationship with customer engagement |
title_full |
The use of co-creation in camping and its relationship with customer engagement |
title_fullStr |
The use of co-creation in camping and its relationship with customer engagement |
title_full_unstemmed |
The use of co-creation in camping and its relationship with customer engagement |
title_sort |
The use of co-creation in camping and its relationship with customer engagement |
author |
Teixeira, Raquel Pontes Ahrens |
author_facet |
Teixeira, Raquel Pontes Ahrens |
author_role |
author |
dc.contributor.author.fl_str_mv |
Teixeira, Raquel Pontes Ahrens |
dc.subject.por.fl_str_mv |
Customer engagement Customer value co-creation behaviors Customer participation behaviors Customer citizenship behaviors Camping experiences Envolvimento do cliente Comportamentos de co-criação de valor do cliente Comportamentos de participação do cliente Comportamentos de cidadania do cliente Experiência no campismo |
topic |
Customer engagement Customer value co-creation behaviors Customer participation behaviors Customer citizenship behaviors Camping experiences Envolvimento do cliente Comportamentos de co-criação de valor do cliente Comportamentos de participação do cliente Comportamentos de cidadania do cliente Experiência no campismo |
description |
The consumption of tourism and hospitality experiences has increased over the past decade. Nowadays, with the advancements in technology, aligned with more demanded and empowered customers, hospitality environments are more competitive than ever. Managers seek to provide unique customer experiences to differentiate themselves from those competitors and engage with their clients. Consumers want to be involved in the process and have higher expectations about what they are buying and the experience they have. As growth and value creation have become central objectives for managers, the interaction between brands and consumers is the core of value creation and value extraction, mainly due to the shift to experiences. However, few hospitality literatures have examined how customer engagement influences customer value co-creation behaviors, which includes customer participation and citizenship behaviors. This research investigates the influence of customer engagement in customer value cocreation behaviors, in the outdoor hospitality industry, more specifically in the camping sector. This study extends current knowledge on customer co-creation and examines the associations between customer engagement and its dimensions and customer value co-creation behaviors. Survey data from 130 customers of Clube de Campismo de Lisboa, demonstrates that customer engagement is positively associated with customer participation behaviors and customer citizenship behaviors, being interaction the dimension that has a bigger impact on them. Research conclusions suggest strategic directions for camping managers in terms of customer relationship management to boost customer engagement, leading to customers more prone to co-create, unique, and personalized experiences with them. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-11 2021-01-20T00:00:00Z 2021-01-20 2024-01-20T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/21912 TID:202606708 |
url |
http://hdl.handle.net/10071/21912 |
identifier_str_mv |
TID:202606708 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
mluisa.alvim@gmail.com |
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1817546555848130560 |