Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1016867 | Journal of Business Research | 2016 | 4 Pages |
Abstract
Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Business and International Management
Authors
Susana Navarro, Carmen Llinares, Dolores Garzon,