ABSTRACT

Drawing from service-dominant logic and conservation of resources theory, the aim of this study was to examine the integration of relational energy as a complementary operant resource. US respondents (n = 720) participated in a scenario-based online survey depicting value co-creation at a destination resort as customers (N = 360) and front-line employees (N = 360). PROCESS Model and MANOVA results showed that in value co-creation, relational energy had direct and mediated effects on actors’ subjective wellbeing and perceptions of company competitive service advantage (PSCA). Positive appraisal of co-created value served a mediating role for actors’ wellbeing and PSCA. Generations served as a full moderator from relational energy to wellbeing, and partial moderator from co-created value (CCV) to wellbeing. No moderation effect of generations was found between CCV and PCSA, but partial moderation from relational energy to PSCA. This study is the first to identify relational energy as a resource necessary for successful co-creation that improves actors’ wellbeing.

摘要

从服务主导逻辑和资源守恒理论出发，本研究的目的是检验关系能量作为一种互补的操作性资源的整合。美国受访者 (n = 720) 参与了一项基于情景的在线调查，描述了目的地度假村作为客户 (N = 360) 和一线员工 (N = 360) 共同创造的价值。过程模型和多元方差分析结果表明，在价值共同创造中，关系能量对参与者的主观幸福感和对公司竞争服务优势 (PSCA) 的感知具有直接和中介影响。对共同创造价值的积极评价对演员的幸福感和 PSCA 起到了中介作用。世代充当了从关系能量到幸福的完全调节者，以及从共同创造价值 (CCV) 到幸福的部分调节者。在CCV和PCSA之间没有发现代数的调节作用，但从关系能量到PSCA的部分调节作用。这项研究首次将关系能量确定为成功的共同创造所必需的资源，从而改善了参与者的幸福感。