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

Taeshik Gong; Jin Nam Choi; Samantha Murdy

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

Taeshik Gong, Jin Nam Choi, Samantha Murdy

Marketing

Research output: Contribution to conference › Proceeding › peer-review

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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 language	English
Publication status	Published - May 2014
Event	13th International Research Conference in Service Management - La Londe, France Duration: 27 May 2014 → 30 May 2014 http://www.cerog.org/lalondeCB/SM/

Conference

Conference	13th International Research Conference in Service Management
Country/Territory	France
City	La Londe
Period	27/05/14 → 30/05/14
Internet address	http://www.cerog.org/lalondeCB/SM/

Keywords

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

Access to Document

GongChoiMurdy-2014-Customer-Value-CreationAccepted author manuscript, 751 KB

Cite this

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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.",

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AU - Choi, Jin Nam

AU - Murdy, Samantha

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N2 - 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.

AB - 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.

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KW - competitive advantage

KW - self-determination theory

KW - service-dominant logic

UR - http://www.cerog.org/lalondeCB/SM/

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Y2 - 27 May 2014 through 30 May 2014

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

Abstract

Conference

Keywords

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