Exploring the value co-destruction model for on-line deviant behaviors of hotel customers
Tài liệu tham khảo
Abubakar, 2012
Abubakar, 2016, eWOM, eReferral and gender in the virtual community, Marketing Intelligence & Planning, 34, 692, 10.1108/MIP-05-2015-0090
Amaro, 2013, Online travel purchasing: A literature review, Journal of Travel & Tourism Marketing, 30, 755, 10.1080/10548408.2013.835227
Aureli, 2017, Online reputation monitoring: An exploratory study on Italian hotel Managers’ practices, International Journal of Hospitality & Tourism Administration, 18, 84, 10.1080/15256480.2016.1264903
Azmat, 2013, Corporate social responsibility, customer trust, and loyalty—Perspectives from a developing country, Thunderbird International Business Review, 55, 253, 10.1002/tie.21542
Bagozzi, 1988, On the evaluation of structural equation models, Journal of the Academy of Marketing Science, 16, 74, 10.1007/BF02723327
Baker, 2019, Value destruction in exaggerated online reviews, International Journal of Contemporary Hospitality Management, 31, 1956, 10.1108/IJCHM-03-2018-0247
Barger, 2016, Social media and consumer engagement: A review and research agenda, Journal of Research in Interactive Marketing, 10, 268, 10.1108/JRIM-06-2016-0065
de Campos Ribeiro, 2018, The determinants of approval of online consumer revenge, Journal of Business Research, 88, 212, 10.1016/j.jbusres.2018.03.024
Blazevic, 2013, Beyond traditional word-of-mouth: an expanded model of customer-driven influence, Journal of Service Management, 24, 294, 10.1108/09564231311327003
Bronner, 2008, Agreement and disagreement in family vacation decision-making, Tourism Management, 29, 967, 10.1016/j.tourman.2007.12.001
Bronner, 2011, Vacationers and eWOM: Who posts, and why, where, and what?, Journal of Travel Research, 50, 15, 10.1177/0047287509355324
Bronner, 2007, The Live or Digital Interviewer-a Comparison between CASI, CAPI and CATI with Respect to Differences in Response Behaviour, International Journal of Market Research, 49, 167, 10.1177/147078530704900204
Casidy, 2015, The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions, Journal of Retailing and Consumer Services, 27, 103, 10.1016/j.jretconser.2015.07.012
Chu, 2011, Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites, International Journal of Advertising, 30, 47, 10.2501/IJA-30-1-047-075
Daunt, 2017, Consumer showrooming: Value co-destruction, Journal of Retailing and Consumer Services, 38, 166, 10.1016/j.jretconser.2017.05.013
Dolan, 2019, Complaining practices on social media in tourism: A value co-creation and co-destruction perspective, Tourism Management, 73, 35, 10.1016/j.tourman.2019.01.017
Dong, 2008, The effects of customer participation in co-created service recovery, Journal of the Academy of Marketing Science, 36, 123, 10.1007/s11747-007-0059-8
Fornell, 1981, Structural equation models with unobservable variables and measurement error: Algebra and statistics, Journal of Marketing Research, 18, 382, 10.1177/002224378101800313
Fu, 2015, Conceptualizing transformative guest experience at retreat centers, International Journal of Hospitality Management, 49, 83, 10.1016/j.ijhm.2015.06.004
Gheorghe, 2012, Investigating Romanian healthcare consumer behaviour in online communities: Qualitative research on negative eWOM, Procedia - Social and Behavioral Sciences, 62, 268, 10.1016/j.sbspro.2012.09.043
Graça, 2018, Why are women less likely to support animal exploitation than men? The mediating roles of social dominance orientation and empathy, Personality and Individual Differences, 129, 66, 10.1016/j.paid.2018.03.007
Grégoire, 2010, A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power, Journal of the Academy of Marketing Science, 38, 738, 10.1007/s11747-009-0186-5
Grégoire, 2009, When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance, Journal of Marketing, 73, 18, 10.1509/jmkg.73.6.18
Gruen, 2006, eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty, Journal of Business Research, 59, 449, 10.1016/j.jbusres.2005.10.004
Hair, 2016
Haj-Salem, 2014, The double-edged sword: The positive and negative effects of switching costs on customer exit and revenge, Journal of Business Research, 67, 1106, 10.1016/j.jbusres.2013.05.050
Harris, 2010, Not always co-creation: Introducing interactional co-destruction of value in service-dominant logic, Journal of Services Marketing, 24, 430, 10.1108/08876041011072546
Hayes, 2011, Mediation and the estimation of indirect effects in political communication research, 434
Hennig-Thurau, 2004, Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?, Journal of Interactive Marketing, 18, 38, 10.1002/dir.10073
Hennig-Thurau, 2003, Electronic word-of-mouth: Motives for and consequences of reading customer articulations on the Internet, International journal of electronic commerce, 8, 51, 10.1080/10864415.2003.11044293
Hooper, 2008, Structural equation modelling: Guidelines for determining model fit, The Electronic Journal of Business Methods, 6, 53
Järvi, 2018, When value co-creation fails: Reasons that lead to value co-destruction, Scandinavian Journal of Management, 34, 63, 10.1016/j.scaman.2018.01.002
Kim, 2012, Emotional expressions in online user reviews: How they influence consumers' product evaluations, Journal of Business Research, 65, 985, 10.1016/j.jbusres.2011.04.013
Kozinets, 2010, Networked narratives: Understanding word-of-mouth marketing in online communities, Journal of Marketing, 74, 71, 10.1509/jm.74.2.71
Kuo, 2015, What you get is not what you saw: Exploring the impacts of misleading hotel website photos, International Journal of Contemporary Hospitality Management, 27, 1301, 10.1108/IJCHM-11-2013-0532
Lamberton, 2016, A thematic exploration of digital, social media, and mobile marketing: Research evolution from 2000 to 2015 and an agenda for future inquiry, Journal of Marketing, 80, 146, 10.1509/jm.15.0415
Lee, 2015, Effects of medical disputes on Internet communications of negative emotions and negative online word-of-mouth, Psychological Reports, 117, 251, 10.2466/21.PR0.117c13z1
Lefebvre, 2011, Emergence of value co-destruction in B2B context
Leong, 2017, Do electronic word-of-mouth and elaboration likelihood model influence hotel booking?, Journal of Computer Information Systems, 1
Li, 2017, When the relationships fail: A microperspective on consumer responses to service failure, Journal of Public Relations Research, 1
MacKinnon, 2007, Mediation analysis, Annual Review of Psychology, 58, 593, 10.1146/annurev.psych.58.110405.085542
Maxham, 2001, Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions, Journal of Business Research, 54, 11, 10.1016/S0148-2963(00)00114-4
Narangajavana, 2017, The influence of social media in creating expectations. An empirical study for a tourist destination, Annals of Tourism Research, 65, 60, 10.1016/j.annals.2017.05.002
Neuhofer, 2016, Value co-creation and co-destruction in connected tourist experiences, 779
Osgood, 2017, Is revenge about retributive justice, deterring harm, or both?, Social and Personality Psychology Compass, 11, 1, 10.1111/spc3.12296
Plé, 2010, Not always co-creation: Introducing interactional co-destruction of value in service-dominant logic, Journal of Services Marketing, 24, 430, 10.1108/08876041011072546
Räikkönen, 2016, Making it right the third time? Pursuing satisfaction and loyalty in a double service recovery, Scandinavian Journal of Hospitality and Tourism, 16, 333, 10.1080/15022250.2015.1067643
Ruiz-Mafe, 2018, The role of emotions and conflicting online reviews on consumers' purchase intentions, Journal of Business Research, 89, 336, 10.1016/j.jbusres.2018.01.027
Schmidt-Rauch, 2014, Designing for mobile value co-creation—The case of travel counselling, Electronic Markets, 24, 5, 10.1007/s12525-013-0124-8
See-To, 2014, Value co-creation and purchase intention in social network sites: The role of electronic word-of-mouth and trust – A theoretical analysis, Computers in Human Behavior, 31, 182, 10.1016/j.chb.2013.10.013
Serra Cantallops, 2014, New consumer behavior: A review of research on eWOM and hotels, International Journal of Hospitality Management, 36, 41, 10.1016/j.ijhm.2013.08.007
Sparks, 2010, Complaining in cyberspace: The motives and forms of hotel guests’ complaints online, Journal of Hospitality Marketing & Management, 19, 797, 10.1080/19368623.2010.508010
Storbacka, 2016, Actor engagement as a microfoundation for value co-creation, Journal of Business Research, 69, 3008, 10.1016/j.jbusres.2016.02.034
Tsao, 2015, Compliance with eWOM: The influence of hotel reviews on booking intention from the perspective of consumer conformity, International Journal of Hospitality Management, 46, 99, 10.1016/j.ijhm.2015.01.008
Tseng, 2017, Why do online tourists need sellers’ ratings? Exploration of the factors affecting regretful tourist e-satisfaction, Tourism Management, 59, 413, 10.1016/j.tourman.2016.08.017
Vargo, 2004, Evolving to a new dominant logic for marketing, Journal of Marketing, 68, 1, 10.1509/jmkg.68.1.1.24036
Vázquez-Casielles, 2017, Co-creation and service recovery process communication: Effects on satisfaction, repurchase intentions, and word of mouth, Service Business, 11, 321, 10.1007/s11628-016-0311-8
Wei, 2013, Customer engagement behaviors and hotel responses, International Journal of Hospitality Management, 33, 316, 10.1016/j.ijhm.2012.10.002
Xie, 2015, Disentangling the effects of perceived deception and anticipated harm on consumer responses to deceptive advertising, Journal of Business Ethics, 129, 281, 10.1007/s10551-014-2155-2
Yen, 2015, Hotel attribute performance, eWOM motivations, and media choice, International Journal of Hospitality Management, 46, 79, 10.1016/j.ijhm.2015.01.003
Yi, 2013, Customer value co-creation behavior: Scale development and validation, Journal of Business Research, 66, 1279, 10.1016/j.jbusres.2012.02.026
Zhang, 2016, Development of a scale to measure skepticism toward electronic word-of-mouth, Computers in Human Behavior, 56, 198, 10.1016/j.chb.2015.11.042
Zourrig, 2009, Consumer revenge behavior: A cross-cultural perspective, Journal of Business Research, 62, 995, 10.1016/j.jbusres.2008.08.006
