Title

Situational and Personal Factors Influencing Hospitality Employee Engagement in Value Co-creation

Keywords

Co-creation; Employee engagement; Personal factors; Situational factors; Value

Abstract

This study explores the situational and personal factors affecting hospitality employees' engagement in the co-creation of value. The concept of value co-creation emerged from the general co-creation literature, and little research has assessed how situational and personal factors enhance our understanding of value creation. To explore these underlying factors, a qualitative study involving in-depth and focus group interviews was conducted at three luxury hotels in Hong Kong and Macao. The research findings indicate five situational factors and five personal factors impact cocreated value for hotel guests in the luxury sector. Insights are provided into the potential use of these factors to better manage employee engagement and the customer experience to facilitate value co-creation. The implications of the study and directions for future research are discussed.

Publication Date

10-1-2020

Original Citation

Chathoth, P. K., Harrington, R. J., Chan, E. S. W., Okumus, F., & Song, Z. (2020). Situational and personal factors influencing hospitality employee engagement in value co-creation. International Journal of Hospitality Management, 91, N.PAG. https://doi.org/10.1016/j.ijhm.2020.102687

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

91

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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