Examining Customer Value Cocreation Behavior in Boutique Hotels: Hospitableness, Perceived Value, Satisfaction, and Citizenship Behavior
Bibliographic record
Abstract
Distinguished from the goods-dominant logic, service-dominant logic has suggested customers are value cocreators. However, in boutique hotels where services are highly individualized and interactive between hotel staff and customers, the role of customer value cocreating might be different compared to a normal service encounter. Yet limited studies have demonstrated whether customers’ value cocreation behaviors have changed in boutique hotels and its corresponding mechanism. This study aims to fulfill this gap by examining customer value cocreation behavior (i.e., citizenship behavior via feedback, advocacy, helping and tolerance) from the impact of hospitableness (personalization, warm welcome, deeper connection, and comfort), perceived value, and satisfaction. Data were obtained in China via an online marketing research panel. Results from confirmatory factor analysis (CFA) and structural equation modelling (SEM) showed that both hospitableness and perceived value positively affect satisfaction, while perceived value also partially mediates the relationship between hospitableness and satisfaction. An interesting finding indicates that satisfaction impacts citizenship behavior in a following descending order: advocacy, feedback, helping, and tolerance. Two demographic variables (i.e., marital status, household incomes) were found to moderate the relationship between satisfaction and citizenship behavior. This study contributes to the literature on service-dominant logic, value cocreation, and boutique guest experiences. Managerial implications for facilitating the value cocreation process are also discussed.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.002 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.001 | 0.000 |
| Scholarly communication | 0.001 | 0.001 |
| Open science | 0.000 | 0.001 |
| Research integrity | 0.000 | 0.001 |
| Insufficient payload (model declined to judge) | 0.002 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".