Situational and personal factors influencing hospitality employee engagement in value co-creation

Prakash K. Chathoth, Robert J. Harrington, Eric S.W. Chan, Fevzi Okumus, Zibin Song

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

This study explores the situational and personal factors affecting hospitality employees’ engagement in the co-creation of value. The concept of value co-creation emerged from the general co-creation literature, and little research has assessed how situational and personal factors enhance our understanding of value creation. To explore these underlying factors, a qualitative study involving in-depth and focus group interviews was conducted at three luxury hotels in Hong Kong and Macao. The research findings indicate five situational factors and five personal factors impact cocreated value for hotel guests in the luxury sector. Insights are provided into the potential use of these factors to better manage employee engagement and the customer experience to facilitate value co-creation. The implications of the study and directions for future research are discussed.

Original languageEnglish
Article number102687
JournalInternational Journal of Hospitality Management
Volume91
DOIs
Publication statusPublished - Oct 2020

Keywords

  • Co-creation
  • Employee engagement
  • Hospitality
  • Personal factors
  • Situational factors
  • Value

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this