Purpose

The authors investigate the antecedents of psychological ownership from the customers' perspective by applying employee psychological ownership (EPO) to human resource management.

Design/methodology/approach

The authors conducted questionnaires on utilitarian benefits, hedonic benefits, perceived risk, customer satisfaction, customer trust and customers' psychological ownership (CPO) on 205 people. They verified their hypotheses using structural equation modeling analysis.

Findings

The authors found that customer trust positively influences CPO, but customer satisfaction does not. Instead, customer satisfaction indirectly affects CPO through the mediating effects of customer trust. They also found that utilitarian and hedonic benefits positively influence customer satisfaction and confidence, but perceived risk negatively influences it.

Research limitations/implications

This study contributes to the service marketing literature by empirically confirming that customers have psychological ownership, such as employees, and by incorporating benefits, risk, trust and CPO into a comprehensive framework.

Practical implications

Marketers should formulate service strategies that strengthen customers' perceptions of utilitarian and hedonic benefits and avoid customers' perceived risk, which is expected to exert a significant CPO-enhancing effect.

Originality/value

In the service context, customers are perceived as partial employees. The authors empirically explored the role of perceived benefits and risks in enhancing CPO via customer satisfaction and trust by applying EPO concepts. Strengthening perceived benefits and avoiding perceived risk were verified as critical drivers of CPO in the service context. The results of this study confirm that customer trust is required for customers to feel CPO.

中文翻译：

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服务业收益与风险对顾客心理所有权的影响

目的

作者通过将员工心理所有权（EPO）应用于人力资源管理，从客户的角度研究了心理所有权的前因。

设计/方法/方法

作者对 205 人进行了关于功利利益、享乐利益、感知风险、客户满意度、客户信任和客户心理所有权 (CPO) 的问卷调查。他们使用结构方程建模分析验证了他们的假设。

发现

作者发现客户信任对 CPO 有积极影响，但客户满意度不会。相反，客户满意度通过客户信任的中介效应间接影响CPO。他们还发现，功利和享乐利益对客户满意度和信心产生积极影响，但感知风险对其产生负面影响。

研究限制/影响

本研究通过实证证实客户拥有心理所有权（例如员工），并将收益、风险、信任和 CPO 纳入一个综合框架，从而为服务营销文献做出贡献。

实际影响

营销人员应制定服务策略，加强客户对功利和享乐利益的感知，避免客户感知风险，这有望产生显着的CPO提升效果。

原创性/价值

在服务环境中，客户被视为部分员工。作者通过应用 EPO 概念，通过客户满意度和信任，实证探索了感知利益和风险在提高 CPO 中的作用。加强感知利益和避免感知风险被证实是服务环境中 CPO 的关键驱动因素。这项研究的结果证实，客户感受到 CPO 需要客户信任。