Customer value creation really works? The mediating role of customer self-determination and role stress

Taeshik Gong, Jin Nam Choi, Samantha Murdy

Research output: Contribution to conferenceProceeding

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Abstract

This article examines the mechanisms by which customer value creation in-role behavior and customer value creation extra-role behavior influence customer well-being. The results from a survey of 103 business customer-supplier dyads show that customer value creation in-role behavior and customer value creation extra-role behavior influence customer value through a process of customer self-determination and customer role stress, leading to an increase in customer value and, in turn, customer well-being. Moreover, the results show that relationship quality and interpersonal attraction moderate the influence of customer value creation behaviors on customer self-determination and customer role stress.
Original languageEnglish
Publication statusPublished - May 2014
Event13th International Research Conference in Service Management - La Londe, France
Duration: 27 May 201430 May 2014
http://www.cerog.org/lalondeCB/SM/

Conference

Conference13th International Research Conference in Service Management
CountryFrance
CityLa Londe
Period27/05/1430/05/14
Internet address

Keywords

  • customer value creation behaviour
  • competitive advantage
  • self-determination theory
  • service-dominant logic

Cite this

Gong, T., Choi, J. N., & Murdy, S. (2014). Customer value creation really works? The mediating role of customer self-determination and role stress. 13th International Research Conference in Service Management, La Londe, France.